Identifying trending issues in organizational messaging

Patent metadata

Field	Value
Publication number	US-10447622-B2
Application number	US-201514706677-A
Country	US
Kind code	B2
Filing date	May 7, 2015
Priority date	May 7, 2015
Publication date	Oct 15, 2019
Grant date	Oct 15, 2019

Abstract

A method may include receiving a chat conversation between a first user and second user pertaining to a customer service issue, determining a tagged term associated with the chat conversation based upon a tag indicator, and determining whether the tagged term relates to an existing tagged term in a set of tagged terms. When the tagged term relates to the existing tagged term, the chat conversation may be associated with the existing tagged term and a counter incremented for the existing tagged term. The method may then present a subset of the set of tagged terms.

First claim

What is claimed is:

1. A method, comprising:
receiving, by a processor, a chat conversation between a first user and a second user, wherein the chat conversation pertains to a customer service issue of a customer of a business organization, wherein the first user and the second user comprise organizational representatives of the business organization;
determining, by the processor, in response to the receiving the chat conversation, a tagged term associated with the chat conversation, wherein the tagged term is determined based upon a tag indicator in the chat conversation, wherein the tagged term in the chat conversation is tagged by one of: the first user or the second user, wherein the tagged term identifies the customer service issue to which the chat conversation pertains;
determining, by the processor, in response to the determining the tagged term associated with the chat conversation, whether the tagged term in the chat conversation relates to an existing tagged term in a set of tagged terms;
when the tagged term in the chat conversation relates to the existing tagged term in the set of tagged terms:
associating, by the processor, the chat conversation with the existing tagged term in the set of tagged terms by establishing a link between the chat conversation and the existing tagged term in the set of tagged terms such that the chat conversation is presented upon a selection of the existing tagged term; and
incrementing, by the processor, a counter for the existing tagged term in the set of tagged terms; and

when the tagged term in the chat conversation does not relate to any tagged term in the set of tagged terms:
adding, by the processor, the tagged term in the chat conversation as a new tagged term in the set of tagged terms;
associating, by the processor, the chat conversation with the new tagged term in the set of tagged terms by establishing a link between the chat conversation and the new tagged term in the set of tagged terms such that the chat conversation is presented upon a selection of the new tagged term; and
initializing, by the processor, a counter for the new tagged term in the set of tagged terms; and

presenting, by the processor, at least a subset of the set of tagged terms, wherein the at least the subset of the set of tagged terms comprises a predetermined number of tagged terms of the set of tagged terms that have been tagged more times as compared to other tagged terms of the set of tagged terms based on a value of a respective counter for each of the tagged terms of the set of tagged terms.

2. The method of claim 1 , wherein the presenting comprises:
presenting the at least the subset of the set of tagged terms to a device of a third user.

3. The method of claim 2 , wherein the third user comprises a managerial organizational representative.

4. The method of claim 2 , further comprising:
receiving, from the device of the third user, a selection of one of the tagged terms from the at least the subset of the set of tagged terms.

5. The method of claim 4 , further comprising:
presenting, to the device of the third user, a set of chat conversations associated with the one of the tagged terms.

6. The method of claim 5 , wherein the presenting the set of chat conversations comprises presenting the set of chat conversations in an order based upon a respective rating of each chat conversation of the set of chat conversations.

7. The method of claim 6 , wherein the respective rating of the each chat conversation of the set of chat conversations is based upon ratings from one or more other users who are different from the first user, the second user, and the third user.

8. The method of claim 5 , further comprising:
receiving, from the device of the third user, a selection of one of the chat conversations from the set of chat conversations;
presenting, to the device of the third user, the one of the chat conversations; and
receiving, from the device of the third user, a rating of the one of the chat conversations.

9. The method of claim 8 , wherein the rating of the one of the chat conversations pertains to a utility of the one of the chat conversations in resolving the customer service issue.

10. The method of claim 4 , further comprising:
receiving a set of procedural instructions for resolving the customer service issue; and
associating the set of procedural instructions with the one of the tagged terms that is selected from the at least the subset of the set of tagged terms.

11. The method of claim 10 , further comprising:
receiving an additional selection of the one of the tagged terms from the at least the subset of the set of tagged terms, wherein the additional selection is received from a device of a fourth user; and
presenting, to the device of the fourth user, the set of procedural instructions for resolving the customer service issue.

12. The method of claim 1 , wherein the chat conversation comprises a plurality of messages between the first user and the second user.

13. The method of claim 1 , wherein the tag indicator comprises a hashtag.

14. The method of claim 1 , wherein the tagged term comprises a word or a phrase in the chat conversation.

15. A device, comprising:
a processor; and
a non-transitory computer-readable medium storing instructions which, when executed by the processor, cause the processor to perform operations, the operations comprising:
receiving a chat conversation between a first user and a second user, wherein the chat conversation pertains to a customer service issue of a customer of a business organization, wherein the first user and the second user comprise organizational representatives of the business organization;
determining, in response to the receiving the chat conversation, a tagged term associated with the chat conversation, wherein the tagged term is determined based upon a tag indicator in the chat conversation, wherein the tagged term in the chat conversation is tagged by one of: the first user or the second user, wherein the tagged term identifies the customer service issue to which the chat conversation pertains;
determining, in response to the determining the tagged term associated with the chat conversation, whether the tagged term in the chat conversation relates to an existing tagged term in a set of tagged terms;
when the tagged term in the chat conversation relates to the existing tagged term in the set of tagged terms:
associating the chat conversation with the existing tagged term in the set of tagged terms by establishing a link between the chat conversation and the existing tagged term in the set of tagged terms such that the chat conversation is presented upon a selection of the existing tagged term; and
incrementing a counter for the existing tagged term in the set of tagged terms; and

when the tagged term in the chat conversation does not relate to any tagged term in the set of tagged terms:
adding the tagged term in the chat conversation as a new tagged term in the set of tagged terms;
associating the chat conversation with the new tagged term in the set of tagged terms by establishing a link between the chat conversation and the new tagged term in the set of tagged terms such that the chat conversation is presented upon a selection of the new tagged term; and
initializing a counter for the new tagged term in the set of tagged terms; and

presenting at least a subset of the set of tagged terms, wherein the at least the subset of the set of tagged terms comprises a predetermined number of tagged terms of the set of tagged terms that have been tagged more times as compared to other tagged

Assignees

• At & T Ip I Lp

Inventors

• Patel Rujuta
• Csupor Anamaria
• Hossain Monowar
• Tam Thomas
• Wirtz Thomas

Classifications

• G06Q30/016

  After-sales · CPC title

• H04L51/04 Primary

  Real-time or near real-time messaging, e.g. instant messaging [IM] · CPC title

• H04L51/16

  Electricity · mapped topic

• H04L51/216

  Handling conversation history, e.g. grouping of messages in sessions or threads · CPC title