System and method for assessing the sensitivity of social network user populations to response time delays

A computer implemented method for assessing response time sensitivity in a user population, comprising:

• in a server, monitoring social network messaging activity to identify user messages relating to at least one of an entity or a product or service associated with the entity;
• forwarding to respective communication terminals of contact center agents assigned to respond to the identified user messages;
• scheduling a response to each message of a first group of the identified user messages, to occur after expiration of a first time delay, at a contact center;
• scheduling a response to each message of a second group of the identified user messages, to occur after expiration of a second time delay greater than the first time delay, at the contact center;
• receiving, from the communication terminals, responses to the first group of the identified user messages and responses to the second group of the identified user messages;
• transmitting the responses to the first group of the identified user messages after expiration of the first time delay;
• transmitting the responses to the second group of the identified user messages after expiration of the second time delay;
• determining if a loyalty transition boundary exists between groups of users receiving responses between expiration of the first and second time delays, respectively, wherein the loyalty transition boundary comprises a metric indicating a difference in aggregate user sentiment between two groups of users;
• upon determining that the loyalty transition boundary exists,
• presenting an indication of the loyalty transition boundary in correlation with the time delay for each of the two groups;
• and
• if a loyalty transition boundary is not determined to exist, iteratively scheduling responses to messages of at least one additional group of identified user messages, to occur after expiration of a time delay incrementally greater than a preceding time delay until at least one loyalty transition boundary is detected.

A computer implemented method, comprising

• in a server, monitoring social network messaging activity to identify user messages relating to at least one of an entity or a product or service associated with the entity;
• forwarding the identified user messages to respective communication terminals of contact center agents assigned to respond to the identified user messages;
• receiving, from the communication terminals, responses to the identified user messages;
• transmitting the responses to a first group of users after elapsing of a first time period;
• transmitting the responses to a second group of users after elapsing of a second time period greater than the first time period;
• selecting a loyalty transition boundary, the loyalty transition boundary being a metric identified by detecting a difference in aggregate user sentiment between the first group of users receiving a response delayed by the first time period and the second group of users receiving a response delayed by the second time period;
• upon selecting the loyalty transition boundary
• presenting an indication of the loyalty transition boundary in correlation with the time delay for each of the two groups.

A system comprising:

• a contact center comprising at least one processor, a display, memory, and a network interface,
• wherein the contact center is configured to monitor at least one social network channel for messages from a user population and relating to at least one of an entity or a product or service of the entity, and
• wherein the contact center is further configured to forward at least some messages to respective communication terminals for corresponding agents to respond to the at least some messages,
• wherein the contact center is further configured to receive, from the communication terminals, responses to the messages;
• and
• a response time selection module comprising instructions, stored in the memory and executable by the at least one processor, for
• transmitting the responses to a first group of users after elapsing of a first time period;
• transmitting the responses to a second group of users after elapsing of a second time period greater than the first time period
• selecting a loyalty transition boundary comprising a metric identified by detecting a difference in aggregate user sentiment between the first group of users and the second group of users;
• and
• upon selecting the loyalty transition boundary,
• present an indication of the loyalty transition boundary in correlation with the first and second time periods for the two groups.