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US 10,382,629 B2Granted
System and method for routing social expressions
OwnerEdward Dale Victor McCoyinventor
Life of this patent
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Abstract
A method of routing social media communication in a contact center system supporting an organization includes receiving, by a processor, a plurality of communications by one or more users from one or more social media platforms, determining, by the processor, valuation scores for the communications, filtering, by the processor, the communications based on a criteria, reorganizing, by the processor, the filtered communications based on the valuation scores, and routing, by the processor, the communications to a plurality of agents of the contact center system.
Claims17
A method of routing social media communication in a contact center system supporting an organization system, the method comprising:
- receiving, by a processor of the contact center, a plurality of ‘communications by one or more users, transmitted in a form of data streams, from one or more social media platforms in electronic communication with the contact center;
- determining, by the processor, valuation scores for the communications, the valuation scores comprising sentiment scores corresponding to the communications, the determining the valuation scores comprises:
- determining, by the processor, a geolocation of a communication of the communications to inform meaning of words of the communication;
- parsing, by the processor, a text of the communication;
- and
- determining, by the processor, a sentiment score of the sentiment scores corresponding to the communication based on the parsed text and the geolocation of the communication;
- filtering, by the processor, the communications based on a criteria;
- reorganizing, by the processor, the filtered communications based on the valuation scores;
- and
- routing, by the processor, the filtered communications to a plurality of agent devices of the contact center system,
- wherein filtering the communications based on the criteria comprises:
- determining, by the processor, whether to discard one or more of the communications based on the criteria;
- and
- identifying, by the processor, only non-discarded communications as filtered communications for routing to the plurality of agent devices of the contact center system.
11 more elements
A system for routing social media communication in a contact center system supporting an organization, the system comprising:
- a processor;
- and
- a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to perform:
- receiving a plurality of communications by one or more users, transmitted in a form of data streams, from one or more social media platforms in electronic communication with the contact center system;
- determining valuation scores for the communications, the valuation scores comprising sentiment scores corresponding to the communications, the determining the valuation scores comprises:
- determining a geolocation of a communication of the communications to inform meaning of words of the communication;
- parsing a text of the communication;
- and
- determining a sentiment score of the sentiment scores corresponding to the communication based on the parsed text and the geolocation of the communication;
- filtering the communications based on a criteria;
- reorganizing the filtered communications based on the valuation scores;
- and
- routing the filtered communications to a plurality of agent devices of the contact center system,
- wherein filtering the communications based on the criteria comprises:
- determining whether to discard one or more of the communications based on the criteria;
- and
- identifying only non-discarded communications as filtered communications for routing to the plurality of agent devices of the contact center system.
14 more elements
A system for routing social media communication in a contact center system supporting an organization, the system comprising:
- means for receiving a plurality of communications by one or more users, transmitted in a form of data streams, from one or more social media platforms in electronic communication with the contact center system;
- means for determining valuation scores for the communications, the valuation scores comprising sentiment scores corresponding to the communications, means for determining the valuation scores comprises:
- means for determining a geolocation of a communication of the communications to inform meaning of words of the communication;
- means for parsing a text of the communication;
- and
- means for determining a sentiment score of the sentiment scores corresponding to the communication based on the parsed text and the geolocation of the communication;
- means for filtering the communications based on a criteria;
- means for reorganizing the filtered communications based on the valuation scores;
- and
- means for routing the filtered communications to a plurality of agent devices of the contact center system,
- wherein the means for filtering the communication based on the criteria comprises:
- means for determining whether to discard one or more of the communications based on the criteria;
- and
- means for identifying only non-discarded communications as filtered communication for routing to the plurality of agent devices of the contact center system.
11 more elements
Dependencies are inferred from the claim text.