Escalation of community content to associated case
US-2016379222-A1 · Dec 29, 2016 · US
Social media analytics and response
US2017243303A1 · US · A1
| Field | Value |
|---|---|
| Publication number | US-2017243303-A1 |
| Application number | US-201415317694-A |
| Country | US |
| Kind code | A1 |
| Filing date | Nov 3, 2014 |
| Priority date | Nov 3, 2014 |
| Publication date | Aug 24, 2017 |
| Grant date | — |
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Abstract
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An example social media analytics and response method includes analyzing an event on a social media platform. The method also includes interfacing with customer support to handle the event. The method also includes automatically issuing a response on the social media platform including at least a status of the event.
First claim
Opening claim text (preview).
1 . A social media analytics and response method, comprising: analyzing an event on a social media platform; interfacing with customer support to handle the event; and automatically issuing a response on the social media platform including at least a status of the event. 2 . The method of claim 1 , wherein analyzing the event further comprises extracting user sentiment from the event. 3 . The method of claim 1 , further comprising identifying a resolution to the event, the response including at least the resolution. 4 . The method of claim 1 , further comprising extracting at least one parameter from the event, and issuing the at least one parameter to the customer support. 5 . The method of claim 4 , further comprising issuing the at least one parameter to the customer support in one of a plurality of selectable data formats. 6 . The method of claim 1 , further comprising extracting a complexity level of the event. 7 . The method of claim 1 , wherein the response includes at least a resolution to the event, the resolution automatically determined based on similarity to an earlier event. 8 . The method of claim 1 , further comprising escalating the event within the customer service. 9 . A social media analytics and response system comprising computer-readable instructions stored on a non-transient computer-readable medium, the computer-readable instructions executed by a processor to: identify an event on a social media platform; interface with customer support after analyzing the event; and automatically issue a response on the social media platform. 10 . The system of claim 9 , wherein the response is based on a level of severity of the event. 11 . The system of claim 9 , wherein, the response includes at least a status of the event. 12 . The system of claim 9 , wherein the computer-readable instructions are further executed by the processor to: in a first stage, issue the event to customer support; and in a second stage, issue a status of handling the event to a user. 13 . The system of claim 9 , wherein the computer-readable instructions are further executed by the processor to: extracting information from the event; and issue the information to the customer support in one of a plurality of selectable data formats. 14 . A social media analytics and response computer program product having computer-readable instructions stored on a non-transient computer-readable medium, the computer-readable instructions when executed by a processor comprising: analyzing an event identified on a social media platform; reporting the event to customer support; and automatically issuing a response on the social media platform. 15 . The computer program product of claim 14 , wherein the computer-readable instructions when executed by a processor further comprises. in a first stage, extracting information from the event and issuing the information to the customer support in one of a plurality of selectable data formats issue the event to customer support; and in a second stage, automatically returning a status of the event to a user.
Assignees
Inventors
Classifications
- G06Q10/40Primary
Business processes related to social networking or social networking services · CPC title
After-sales · CPC title
Customer communication at a business location, e.g. providing product or service information, consulting · CPC title
- G06Q50/01Primary
Physics · mapped topic
- G06Q10/00Primary
Administration; Management · CPC title
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Frequently asked questions
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- What does patent US2017243303A1 cover?
- An example social media analytics and response method includes analyzing an event on a social media platform. The method also includes interfacing with customer support to handle the event. The method also includes automatically issuing a response on the social media platform including at least a status of the event.
- Who is the assignee on this patent?
- Hewlett Packard Entpr Dev Lp
- What technology area does this patent fall under?
- Primary CPC classification G06Q10/40. Mapped technology areas include Physics.
- When was this patent published?
- Publication date Thu Aug 24 2017 00:00:00 GMT+0000 (Coordinated Universal Time) (A1). Legal status and post-grant events are not shown on this page.
- What related patents are in patentsdb?
- We list 3 related publications on this page (citations in our corpus or others sharing the same primary CPC).