System and methods for analyzing online forum language

Patent metadata

Field	Value
Publication number	US-10194029-B2
Application number	US-201815944472-A
Country	US
Kind code	B2
Filing date	Apr 3, 2018
Priority date	Mar 14, 2013
Publication date	Jan 29, 2019
Grant date	Jan 29, 2019

Abstract

Methods, behavioral assessment computer program products, and systems for analyzing electronic customer communication data, generating behavioral assessment data and displaying instructions to a user that include receiving electronic customer communication data from one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal or application, wherein the electronic communication data includes comments posted on an online forum; determining that the comments include bot comments; identifying a customer associated with the received electronic customer communication data; generating behavioral assessment data for the received electronic customer communication data for the identified customer; and displaying instructions to a user via a reporting engine, wherein the instructions are based on the generated behavioral assessment data.

First claim

What is claimed is:

1. A method for analyzing electronic customer communication data and generating behavioral assessment data, which method comprises:
receiving electronic customer communication data by one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal or application, wherein the electronic customer communication data comprises comments posted on an online forum;
identifying a customer associated with the comments posted on the online forum;
generating behavioral assessment data for the identified customer;
storing the generated behavioral assessment data;
generating a responsive electronic communication to the comments posted on the online forum:
generating behavioral assessment data for the responsive electronic communication;
comparing the stored generated behavioral assessment data to the generated behavioral assessment data for the responsive electronic communication; and
displaying instructions to a user via a reporting engine, wherein the instructions are based on the comparison.

2. The method of claim 1 , further comprising refining the stored generated behavioral assessment data.

3. The method of claim 2 , wherein refining the stored generated behavioral assessment data comprises revising the stored generated behavioral assessment data to be consistent with patterns that occur in human interactions.

4. The method of claim 1 , wherein the responsive electronic communication is based on the stored generated behavioral assessment data.

5. The method of claim 1 , wherein the responsive electronic communication comprises a responsive e-mail, electronic post, social media feed or telephonic response.

6. The method of claim 1 , further comprising selecting a customer service agent to respond to the received electronic customer communication data based on the stored generated behavioral assessment data.

7. The method of claim 1 , wherein generating behavioral assessment data for the identified customer comprises applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data for the identified customer.

8. The method of claim 7 , wherein the generated behavioral assessment data for the identified customer comprises a personality type of the identified customer.

9. The method of claim 1 , wherein the one or more servers includes a third-party server adapted to send and receive communications.

10. The method of claim 9 , wherein the third-party server hosts a social networking site.

11. The method of claim 10 , wherein the third-party server is configured to provide one or more application programming interfaces (APIs) adapted to integrate mobile-to-web extension applications.

12. The method of claim 9 , wherein the third-party server is configured to permit the user to interact with a profile or account setup via one or more applications or programs run by the third-party server.

13. A behavioral assessment computer program product stored on a non-transitory computer readable medium including computer executable code for analyzing electronic customer communication data, generating behavioral assessment data and displaying instructions to a user, where the computer program product comprises instructions that, when executed:
receive, by one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal or application, a plurality of types of electronic customer communication data, wherein at least one of the types of electronic customer communication data includes comments posted on an online forum;
identify, by the one or more servers, a customer associated with comments posted on the online forum;
analyze, by the one or more servers, the comments posted on the online forum for the identified customer;
generate, by the one or more servers, behavioral assessment data for the identified customer;
store, by the one or more servers, the generated behavioral assessment data;
generate, by the one or more servers, a responsive electronic communication to the comments posted on the online forum;
generate, by the one or more servers, behavioral assessment data for the responsive electronic communication;
compare, by the one or more servers, the stored generated behavioral assessment data to the generated behavioral assessment data for the responsive electronic communication; and
display, by the one or more servers, instructions to a user via a reporting engine, wherein the instructions are based on the comparison.

14. The behavioral assessment computer program product of claim 13 , further comprising instructions that, when executed, refine the stored generated behavioral assessment data.

15. The behavioral assessment computer program product of claim 14 , wherein the instructions that refine the stored generated behavioral assessment data comprise instructions that, when executed, revise the stored generated behavioral assessment data to be consistent with patterns that occur in human interactions.

16. The behavioral assessment computer program product of claim 13 , wherein the responsive electronic communication is based on the stored generated behavioral assessment data.

17. The behavioral assessment computer program product of claim 13 , further comprising instructions that, when executed, select a customer service agent to respond to the received electronic customer communication data based on the stored generated behavioral assessment data.

18. The behavioral assessment computer program product of claim 17 , wherein the instructions that, when executed, select a customer service agent comprise instructions that, when executed, apply a predetermined linguistic-based psychological behavioral model to the electronic customer communication data for the identified customer.

19. The behavioral assessment computer program product of claim 18 , wherein the stored generated behavioral assessment data comprises a personality type of the identified customer.

20. The behavioral assessment computer program product of claim 13 , wherein the one or more servers include a third-party server adapted to send and receive communications.

21. The behavioral assessment computer program product of claim 20 , wherein the third-party server hosts a social networking site.

22. The behavioral assessment computer program product of claim 21 , wherein the third-party server is configured to provide one or more application programming interfaces (APIs) adapted to integrate mobile-to-web extension applications.

23. The behavioral assessment computer program product of claim 20 , wherein the third-party server is configured to permit the user to interact with a profile or account setup via one or more applications or programs run by the third-party server.

24. A system configured to analyze customer communications and display instructions to a user based on behavioral assessment data from the customer communications, which system comprises:
a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, where the plurality of instructions comprises:
instructions that, when executed, receive a plurality of types of electronic customer communication data, wherein at least one of the types of ele

Assignees

• Mattersight Corp

Inventors

• Conway Kelly
• Danson Christopher
• Brown Douglas
• Gustafson David
• Warford Roger
• Moore Melissa
• Capers Keene Hedges

Classifications

• H04M7/0012

  Details of application programming interfaces [API] for telephone networks; Arrangements which combine a telephonic communication equipment and a computer, i.e. computer telephony integration [CPI] arrangements · CPC title

• H04M2203/556

  Statistical analysis and interpretation · CPC title

• H04M2203/555

  Statistics, e.g. about subscribers but not being call statistics · CPC title

• H04M3/5141

  Details of processing calls and other types of contacts in an unified manner (unified messaging in packet-switching networks H04L51/56) · CPC title

• H04M3/5191

  interacting with the Internet · CPC title