# US 12,008,661 B2 · Social media management platform

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- Number: US 12,008,661 B2
- Document ID: US12008661B2
- Status: Granted
- Kind: B2
- Application number: 17/675,092
- Filed: 2022-02-18
- Published: 2023-08-24
- Granted: 2024-06-11
- Earliest claimed: 2022-02-18
- Assignees: Sap SE
- Applicants: Sap SE
- Inventors: Sasmito Adibowo
- Web page: https://patentgrep.com/patent/US12008661B2

## CPC

- G06Q 30/016: After-sales
- G06Q 10/40: Business processes related to social networking or social networking services
- G06Q 10/44: Identification of trends within social networks, e.g. identification of trending topics
- G06Q 10/46: Determination of level of influence of users within social networking services
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR

## Abstract

Methods, systems, and computer-readable storage media for receiving, by a social media management platform, an incoming message on a social media platform of a plurality of social media platforms, determining an enterprise of the plurality of enterprises that the incoming message is directed to, determining a class of the incoming message from a set of classes, generating, by one of a public relations (PR) bot and a social bot of the social media management platform, a first reply to the message based on the class of the incoming message, the PR bot and the social bot each being specific to the enterprise and at least partially controlling a social media account of the enterprise on the social media platform, and posting, by the one of the PR bot and the social bot, the first reply to the incoming message on the social media platform using the social media account.

## Claims

### Claim 1

A computer-implemented method for social bot-based, autonomous social media management of each of a plurality of enterprises, the method being executed by one or more processors and comprising:
receiving, by a social media management platform, an incoming message on a social media platform of a plurality of social media platforms;
determining, by the social media management platform, an enterprise of the plurality of enterprises that the incoming message is directed to;
determining, by the social media management platform, a class of the incoming message from a set of classes;
generating, by one of a public relations (PR) bot and a social bot of the social media management platform, a first reply to the message based on the class of the incoming message, the PR bot and the social bot each being specific to the enterprise and at least partially controlling a social media account of the enterprise on the social media platform;
posting, by the one of the PR bot and the social bot, the first reply to the incoming message on the social media platform using the social media account; and
at least partially in response to determining that the class is one of a complaint, a statement, and unknown, determining a potential virality of the incoming message;
comparing the potential virality of the incoming message to a threshold virality; and
in response to determining that the potential virality exceeds a threshold virality, triggering a swarm of social bots to mitigate virality of the incoming message.

### Claim 2 (depends on 1)

The method of claim 1, wherein the class is determined from a set of classes comprising one of a question, a complaint, a compliment, a statement, and unknown.

### Claim 3 (depends on 1)

The method of claim 1, wherein triggering a swarm of social bots comprises:
defining a set of social bots based on a maturity of social bots of the social media management platform, social bots in the set of social bots not being specific to the enterprise;
filtering one or more social bots from the set of social bots to provide a sub-set of social bots, the one or more social bots being filtered based on a relevance of each social bot to the incoming message; and
for at least one social bot in the sub-set of social bots, executing an action relative to the incoming message within the social media platform.

### Claim 4 (depends on 3)

The method of claim 3, wherein the action comprises posting a second reply to the incoming message within the social media platform, the second reply being included in a set of candidate replies automatically generated in response to the incoming message and being selected from the set of candidate replies based on respective confidence levels of candidate replies in the set of candidate replies.

### Claim 5 (depends on 1)

The method of claim 1, further comprising:
randomly selecting a mode for the social bot; and
executing, by the social bot, at least one activity within one or more of the social media platforms responsive to the mode, the at least one activity comprising one or more of connecting with one or more social media accounts in the one or more of the social media platforms, interacting with one or more social media accounts in the one or more of the social media platforms, discovering one or more articles, publishing one or more posts within the one or more social media platforms based on the one or more articles, and publishing one or more posts within the one or more social media platforms based on a generated opinion.

### Claim 6 (depends on 5)

The method of claim 5, wherein publishing one or more posts within the one or more social media platforms based on the one or more articles and publishing one or more posts within the one or more social media platforms based on a generated opinion each at least partially comprises:
processing an article through one or more ML models to generate an article summary, an article excerpt, and an opinion statement on the article; and
publishing at least one post comprising one or more of the article summary, the article excerpt, and the opinion statement.

### Claim 7

A non-transitory computer-readable storage medium coupled to one or more processors and having instructions stored thereon which, when executed by the one or more processors, cause the one or more processors to perform operations for social bot-based, autonomous social media management of each of a plurality of enterprises, the operations comprising:
receiving, by a social media management platform, an incoming message on a social media platform of a plurality of social media platforms;
determining, by the social media management platform, an enterprise of the plurality of enterprises that the incoming message is directed to;
determining, by the social media management platform, a class of the incoming message from a set of classes;
generating, by one of a public relations (PR) bot and a social bot of the social media management platform, a first reply to the message based on the class of the incoming message, the PR bot and the social bot each being specific to the enterprise and at least partially controlling a social media account of the enterprise on the social media platform;
posting, by the one of the PR bot and the social bot, the first reply to the incoming message on the social media platform using the social media account; and
at least partially in response to determining that the class is one of a complaint, a statement, and unknown, determining a potential virality of the incoming message;
comparing the potential virality of the incoming message to a threshold virality; and
in response to determining that the potential virality exceeds a threshold virality, triggering a swarm of social bots to mitigate virality of the incoming message.

### Claim 8 (depends on 7)

The non-transitory computer-readable storage medium of claim 7, wherein the class is determined from a set of classes comprising one of a question, a complaint, a compliment, a statement, and unknown.

### Claim 9 (depends on 7)

The non-transitory computer-readable storage medium of claim 7, wherein triggering a swarm of social bots comprises:
defining a set of social bots based on a maturity of social bots of the social media management platform, social bots in the set of social bots not being specific to the enterprise;
filtering one or more social bots from the set of social bots to provide a sub-set of social bots, the one or more social bots being filtered based on a relevance of each social bot to the incoming message; and
for at least one social bot in the sub-set of social bots, executing an action relative to the incoming message within the social media platform.

### Claim 10 (depends on 9)

The non-transitory computer-readable storage medium of claim 9, wherein the action comprises posting a second reply to the incoming message within the social media platform, the second reply being included in a set of candidate replies automatically generated in response to the incoming message and being selected from the set of candidate replies based on respective confidence levels of candidate replies in the set of candidate replies.

### Claim 11 (depends on 7)

The non-transitory computer-readable storage medium of claim 7, wherein operations further comprise:
randomly selecting a mode for the social bot; and
executing, by the social bot, at least one activity within one or more of the social media platforms responsive to the mode, the at least one activity comprising one or more of connecting with one or more social media accounts in the one or more of the social media platforms, interacting with one or more social media accounts in the one or more of the social media platforms, discovering one or more articles, publishing one or more posts within the one or more social media platforms based on the one or more articles, and publishing one or more posts within the one or more social media platforms based on a generated opinion.

### Claim 12 (depends on 11)

The non-transitory computer-readable storage medium of claim 11, wherein publishing one or more posts within the one or more social media platforms based on the one or more articles and publishing one or more posts within the one or more social media platforms based on a generated opinion each at least partially comprises:
processing an article through one or more ML models to generate an article summary, an article excerpt, and an opinion statement on the article; and
publishing at least one post comprising one or more of the article summary, the article excerpt, and the opinion statement.

### Claim 13

A system, comprising:
a computing device; and
a computer-readable storage device coupled to the computing device and having instructions stored thereon which, when executed by the computing device, cause the computing device to perform operations for natural language explanations for social bot-based, autonomous social media management of each of a plurality of enterprises, the operations comprising:
receiving, by a social media management platform, an incoming message on a social media platform of a plurality of social media platforms;
determining, by the social media management platform, an enterprise of the plurality of enterprises that the incoming message is directed to;
determining, by the social media management platform, a class of the incoming message from a set of classes;
generating, by one of a public relations (PR) bot and a social bot of the social media management platform, a first reply to the message based on the class of the incoming message, the PR bot and the social bot each being specific to the enterprise and at least partially controlling a social media account of the enterprise on the social media platform;
posting, by the one of the PR bot and the social bot, the first reply to the incoming message on the social media platform using the social media account; and
at least partially in response to determining that the class is one of a complaint, a statement, and unknown, determining a potential virality of the incoming message;
comparing the potential virality of the incoming message to a threshold virality; and
in response to determining that the potential virality exceeds a threshold virality, triggering a swarm of social bots to mitigate virality of the incoming message.

### Claim 14 (depends on 13)

The system of claim 13, wherein the class is determined from a set of classes comprising one of a question, a complaint, a compliment, a statement, and unknown.

### Claim 15 (depends on 13)

The system of claim 13, wherein triggering a swarm of social bots comprises:
defining a set of social bots based on a maturity of social bots of the social media management platform, social bots in the set of social bots not being specific to the enterprise;
filtering one or more social bots from the set of social bots to provide a sub-set of social bots, the one or more social bots being filtered based on a relevance of each social bot to the incoming message; and
for at least one social bot in the sub-set of social bots, executing an action relative to the incoming message within the social media platform.

### Claim 16 (depends on 15)

The system of claim 15, wherein the action comprises posting a second reply to the incoming message within the social media platform, the second reply being included in a set of candidate replies automatically generated in response to the incoming message and being selected from the set of candidate replies based on respective confidence levels of candidate replies in the set of candidate replies.

### Claim 17 (depends on 13)

The system of claim 13, wherein operations further comprise:
randomly selecting a mode for the social bot; and
executing, by the social bot, at least one activity within one or more of the social media platforms responsive to the mode, the at least one activity comprising one or more of connecting with one or more social media accounts in the one or more of the social media platforms, interacting with one or more social media accounts in the one or more of the social media platforms, discovering one or more articles, publishing one or more posts within the one or more social media platforms based on the one or more articles, and publishing one or more posts within the one or more social media platforms based on a generated opinion.