Identifying individual intentions and determining responses to individual intentions

Patent metadata

Field	Value
Publication number	US-9547832-B2
Application number	US-201213347297-A
Country	US
Kind code	B2
Filing date	Jan 10, 2012
Priority date	Jan 10, 2012
Publication date	Jan 17, 2017
Grant date	Jan 17, 2017

Abstract

Systems and methods automatically determine responses to intention-focused content based on semantic analysis, natural language analysis, token analysis, social network analysis and influence ratings. The systems and methods identify relevant queries for product support, purchase or advocacy from multiple communications channels and further separate the high-value conversations and individuals from the low value conversations and individuals in an efficient manner. Described herein is a system and method to use the identification of important individuals and the context of their conversations to appropriately route content items and messages and subsequent responses in such a way as to allow an efficient interaction to occur.

First claim

What is claimed is:

1. A method comprising:
receiving, by a computer system, a content item from a communication channel, wherein:
the content item comprises:
a communication from an individual; and
a statement by the individual, the statement comprising committing language about an intent to attend an event;

identifying the event as a topic of interest in the content item;
determining, by the computer system, a commitment score of the individual to attend the event by:
calculating a strength value of the intent of the individual to attend the event by performing a natural language analysis of the committing language of the statement by the individual in the content item;
calculating a sentiment value of the intent of the individual to attend the event by performing a semantic analysis on the content item, the semantic analysis comprising identifying a description of a probability related to the event identified in the content item;
calculating a social impact value of the intent of the individual to attend the event by performing a social impact analysis of the content item based on a number of receiving subscribers to the content item on the communication channel; and
calculating a magnitude value of the intent of the individual to attend the event by performing a magnitude of commitment analysis of the content item based on a cost of attending the event, wherein:
the commitment score comprises a combination of the strength value, the sentiment value, the social impact value, and the magnitude value; and

determining, by the computer system, an action based on the commitment score of the individual to attend the event.

2. The method of claim 1 , wherein the cost of attending the event is a personal cost.

3. The method of claim 1 , wherein determining the commitment score further comprises weighting the strength value, the sentiment value, the social impact value, and the magnitude value.

4. The method of claim 1 , wherein the natural language analysis includes identifying an indication of a date or location for the event in the content item.

5. The method of claim 1 , wherein the natural language analysis includes identifying an indication of a purchase in the content item.

6. The method of claim 1 , wherein performing the social impact analysis comprises performing network analysis to determine the number of receiving subscribers.

7. The method of claim 1 , wherein the social impact analysis further comprises determining whether the communication channel is a personal or professional network.

8. The method of claim 1 , wherein performing the semantic analysis further comprises identifying, by the computer system, conflicting language or conflicting sentiment in the content item.

9. The method of claim 1 , wherein determining the action is further based on information about a location of the event obtained from a source other than the content item.

10. The method of claim 1 , wherein determining the action includes one or more of sending a marketing communication to the individual providing the content item, adjust a set of sales parameters, update service information, pushing at least a portion of the content item to an alternate system, generating an automated response, issue a response in a same channel as a receiving channel for the content item, or selecting a different channel from the receiving channel for issuing a response.

11. The method of claim 1 , wherein the event comprises a conference, seminar, a training class, a promotional event, a user group, a meeting with coworkers, a meeting, a movie, a meal, or a vacation.

12. A system comprising:
one or more processors;
a content monitor executable by the one or more processors and configured to:
receive a content item from one or more of a plurality of communication channels, and
determine the content item is to be processed further, the content item comprising:
a communication from an individual, and
a statement by the individual, the statement comprising committing language about an intent to attend an event;

an analysis engine executable by the one or more processors and configured to determine a commitment score of the individual to attend the event by:
identifying the event as a topic of interest in the content item;
calculating a strength value of the intent of the individual to attend the event by performing a natural language analysis of the committing language of the statement by the individual in the content item,
calculating a sentiment value of the intent of the individual to attend the event by performing a semantic analysis on the content item, the semantic analysis comprising identifying a description of a probability related to the event identified in the content item,
calculating a social impact value of the intent of the individual to attend the event by performing a social impact analysis of the content item based on a number of receiving subscribers to the content item on the communication channel, and
calculating a magnitude value of the intent of the individual to attend the event by performing a magnitude of commitment analysis of the content item based on a cost of attending the event, wherein:
the commitment score comprises a combination of the strength value, the sentiment value, the social impact value, and the magnitude value; and
determining an action based on the commitment score of the individual to attend the event.

13. The system of claim 12 , wherein the cost of attending the event is a personal cost.

14. The system of claim 12 , wherein determining the commitment score further comprises weighting the strength value, the sentiment value, the social impact value, and the magnitude value.

15. The system of claim 12 , wherein the natural language analysis includes identifying an indication of a date or location for the event in the content item.

16. The system of claim 12 , wherein the natural language analysis includes identifying an indication of a purchase in the content item.

17. The system of claim 12 , wherein performing the social impact analysis comprises performing network analysis to determine the number of receiving subscribers.

18. The system of claim 12 , wherein the social impact analysis further comprises determining whether the communication channel is a personal or professional network.

19. The system of claim 12 , wherein performing the semantic analysis further comprises identifying conflicting language or conflicting sentiment in the content item.

20. The system of claim 12 , wherein determining the action is further based on information about a location of the event obtained from a source other than the content item.

21. The system of claim 12 , wherein the communication channel includes one or more of an electronic mail system, a social networking service, an audio channel, a Really Simple Syndication (RSS) feed, a Twitter feed, a web site, or an Application Program Interface to a second system.

22. The system of claim 12 , wherein the event comprises a conference, seminar, a training class, a promotional event, a user group, a meeting with coworkers, a meeting, a movie, a meal, or a vacation.

23. A non-transitory machine-readable medium having computer-executable instructions stored thereon that when executed, causes one or more processors to perform operations comprising:
receiving a content item from a communication channel, wherein:
the content item comprises:
a communication from an individual, and
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Assignees

• Gordon Merlyn
• Oracle Int Corp

Inventors

• Gordon Merlyn

Classifications

• G06Q10/06 Primary

  Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling · CPC title

• G06Q30/02

  Marketing; Price estimation or determination; Fundraising · CPC title