Chatbot for reviewing social media

Patent metadata

Field	Value
Publication number	US-12248993-B2
Application number	US-202318234464-A
Country	US
Kind code	B2
Filing date	Aug 16, 2023
Priority date	Jun 6, 2023
Publication date	Mar 11, 2025
Grant date	Mar 11, 2025

Abstract

The following relates generally to artificial intelligence (AI)-based responses to social media posts. In some embodiments, one or more processors may be configured to: (1) receive, via a chatbot, a social media post; (2) categorize, via the chatbot, the social media post; (3) determine, via the chatbot, based upon the categorization, an entity to contact; (4) build, via the chatbot, based upon the determined entity to contact, a response to the social media post; and/or (5) send, via the chatbot, the response to the entity.

First claim

What is claimed:

1. A computer-implemented method for responding to a social media post, comprising:
receiving, via a chatbot of one or more processors, a social media post;
categorizing, via the chatbot, the social media post, wherein the categorizing comprises determining a category of the social media post, the category comprising: (i) customer praise of a company; or (ii) customer praise of a product and/or service;
determining, via the chatbot, based upon the categorization, an entity to contact, the entity to contact comprises a user who posted the social media post;
building, via the chatbot, based upon the determined entity to contact, a response to the social media post, the response including (a) a request that the user post a review of the company, product, and/or service, and/or (b) a recommendation to purchase an additional product and/or service; and
sending, via the chatbot, the response to the entity.

2. The computer-implemented method of claim 1 , wherein the determining the entity to contact further comprises determining a company referenced in the social media post.

3. The computer-implemented method of claim 1 , further comprising training the chatbot with a historical dataset comprising: (i) historical social media posts, and/or (ii) historical responses to the historical social media posts.

4. The computer-implemented method of claim 1 , wherein the chatbot includes: an artificial intelligence (AI) chatbot, a machine learning (ML) chatbot, a generative AI chatbot, a deep learning algorithm, a generative pre-trained transformer (GPT), and/or long-short-term-memory (LSTM).

5. The computer-implemented method of claim 1 , wherein the building the response includes building the response to include the recommendation to purchase the additional product and/or service including a homeowners insurance policy, a renters insurance policy, an auto insurance policy, a life insurance policy and/or a disability insurance policy.

6. The computer-implemented method of claim 5 wherein the chatbot is trained based upon:
a historical dataset comprising: (i) historical social media posts, and/or (ii) historical responses to the historical social media posts; and
historical insurance customer profiles associated with the historical social media posts, the historical insurance customer profiles including information of historical homeowners insurance policies, historical renters insurance policies, historical auto insurance policies, historical life insurance policies, and/or historical disability insurance policies of historical insurance customers.

7. A computer system for responding to a social media post, the computer system comprising one or more processors configured to:
receive, via a chatbot, a social media post;
categorize, via the chatbot, the social media post, wherein the categorizing comprises: determining a category of the social media post, the category comprising: (i) customer praise of a company; or (ii) customer praise of a product and/or service;
determine, via the chatbot, based upon the categorization, an entity to contact, the entity to contact comprises a user who posted the social media post;
build, via the chatbot, based upon the determined entity to contact, a response to the social media post, the response including (a) a request that the user post a review of the company, product, and/or service, and/or (b) a recommendation to purchase an additional product and/or service; and
send, via the chatbot, the response to the entity.

8. The computer system of claim 7 , wherein the computer system further comprises a display device, and wherein the one or more processors are further configured to display the response on the display device.

9. The computer system of claim 7 , wherein the chatbot is trained with a historical dataset comprising: (i) historical social media posts, and/or (ii) historical responses to the historical social media posts.

10. The computer system of claim 7 , wherein the chatbot includes: an artificial intelligence (AI) chatbot, a machine learning (ML) chatbot, a generative AI chatbot, a deep learning algorithm, a generative pre-trained transformer (GPT), and/or long-short-term-memory (LSTM).

11. A computer-implemented method for responding to a social media post, comprising:
receiving, via a chatbot, a social media post;
categorizing, via the chatbot, the social media post, wherein the categorizing comprises determining a category of the social media post, the category comprising: (i) customer praise of a company; or (ii) customer praise of a product and/or service;
determining, via the chatbot, based upon the categorization, an entity to contact, the entity to contact comprises an employee;
building, via the chatbot, based upon the determined entity to contact, a response to the social media post, the response including a list of one or more products and/or services for the employee to suggest to a user post the social media post; and
sending, via the chatbot, the response to the entity.

12. The computer-implemented method of claim 11 , wherein the determining the entity to contact further comprises determining the company referenced in the social media post.

13. The computer-implemented method of claim 11 , further comprising training the chatbot with a historical dataset comprising: (i) historical social media posts, and/or (ii) historical responses to the historical social media posts.

14. The computer-implemented method of claim 11 , wherein the chatbot includes: an artificial intelligence (AI) chatbot, a machine learning (ML) chatbot, a generative AI chatbot, a deep learning algorithm, a generative pre-trained transformer (GPT), and/or long-short-term-memory (LSTM).

15. The computer-implemented method of claim 11 , wherein the building the response includes building the response to include a recommendation to purchase a product including a homeowners insurance policy, a renters insurance policy, an auto insurance policy, a life insurance policy and/or a disability insurance policy.

16. The computer-implemented method of claim 15 , wherein the chatbot is trained based upon:
a historical dataset comprising: (i) historical social media posts, and/or (ii) historical responses to the historical social media posts; and
historical insurance customer profiles associated with the historical social media posts, the historical insurance customer profiles including information of historical homeowners insurance policies, historical renters insurance policies, historical auto insurance policies, historical life insurance policies, and/or historical disability insurance policies of historical insurance customers.

Assignees

• State Farm Mutual Automobile Insurance Co

Inventors

• Brannan Joseph Robert
• King Vicki
• Fields Brian Mark
• Tofte Nathan L

Classifications

• G06Q10/40 Primary

  Business processes related to social networking or social networking services · CPC title

• G06Q40/08 Primary

  Insurance · CPC title

• G06Q40/084

  by insurance claims processing · CPC title

• G06Q40/09 Primary

  using artificial intelligence, machine learning or neural networks · CPC title

• H04L51/02

  using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages · CPC title