System and method for using social media information to identify and classify users

Patent metadata

Field	Value
Publication number	US-2016019552-A1
Application number	US-201514801263-A
Country	US
Kind code	A1
Filing date	Jul 16, 2015
Priority date	Jul 16, 2014
Publication date	Jan 21, 2016
Grant date	—

Abstract

Systems and methods include an application programming interface that enables a service provider system to interact with a social media system, a database associated with the customer service provider system, an empathy processor that transmits a request for empathy data to the social media system via a network using the application programming interface, wherein the request includes one or more keywords, and receives one or more empathy data segments from the social media system, wherein each of the one or more empathy data segments are associated with a user, a rules processor that evaluates the one or more empathy data segments based on a plurality of criteria, identifies the respective user associated with each of the one or more empathy data segments, and stores this classification in the database, and an alert processor associated with the customer service system that generates an alert based on the classification of the user.

First claim

I claim:

1 . A system comprising:
an application programming interface that enables a service provider system to interact with a social media system; a database associated with the customer service provider system; an empathy processor that transmits a request for empathy data to the social media system via a network using the application programming interface, wherein the request includes one or more keywords, and receives one or more empathy data segments from the social media system, wherein each of the one or more empathy data segments are associated with a user; a rules processor that evaluates the one or more empathy data segments based on a plurality of criteria, identifies the respective user associated with each of the one or more empathy data segments, and stores this classification in the database; and an alert processor associated with the customer service system that generates an alert based on the classification of the user.

2 . The system of claim 1 , wherein the one or more keywords include empathy keywords and industry keywords.

3 . The system of claim 2 , wherein the empathy keywords include keywords associated with a negative emotion.

4 . The system of claim 2 , wherein the empathy keywords include keywords associated with an implicit customer service request.

5 . The system of claim 1 , wherein to identify the respective user, the rules processor determines an association between a social media username and an account holder of the respective user.

6 . The system of claim 1 , wherein the rules processor classifies the identified user as an extreme user based on the evaluation of the one or more empathy data segments.

7 . The system of claim 1 , wherein the database stores account information account holders, and wherein the rules processor retrieves account information about the identified respective user and classifies the identified respective user based on the retrieved account information for the identified respective user.

8 . The system of claim 7 , wherein the retrieved account information for the identified respective user indicates the amount of online interaction the identified respective user has with the customer service system.

9 . The system of claim 7 , wherein the retrieved account information for the identified respective user indicates the career path of the identified respective user.

10 . The system of claim 7 , wherein the retrieved account information for the identified respective user indicates the credit score of the identified respective user.

Assignees

• Capital One Financial Corp

Inventors

• Trivedi Dwij

Classifications

• G06Q30/016 Primary

  After-sales · CPC title

• G06F16/337

  Profile generation, learning or modification · CPC title

• G06Q10/40

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

• G06F17/30342

  Physics · mapped topic

• G06Q50/01

  Physics · mapped topic