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US 12,120,085 B1Granted
Social quality review
AssigneeUnited Services Automobile Association (USAA)
InventorsWilliam Gerth, Patrick Freshwater
Life of this patent
Estimating the term…
Abstract
Systems and methods provide quality analysis related to member service representatives and interactions communicating with users over social media networks. The systems and methods can generate an interaction quality score between a member services representative and a user of a social media network by aggregating a tone score and an execution score based on the interaction data.
Claims18
A system, comprising:
- a non-transitory computer-readable medium storing instructions that when executed by a processor are configured to effectuate:
- a social network interface module configured to receive interaction data from at least one social network, wherein the interaction data includes communications from a member services representative to a user of the social media network;
- an interaction database configured to store the interaction data;
- a scoring module configured to generate an interaction quality score between the member services representative and the user of a social media network by aggregating a tone score and an execution score based on the interaction data, the scoring module comprising:
- a definitions database configured to store one or more definitions informing a tone score and one or more definitions informing an execution score;
- a tone module of the scoring module configured to generate the tone score by analyzing the communications from a member services representative using machine learning and the one or more definitions for one or more tone components associated with a professional tone;
- and
- an execution module of the scoring module configured to generate the execution score by analyzing the communications from a member services representative using machine learning and the one or more definitions informing the execution score, wherein the execution score is based on adherence to a process satisfying compliance obligations by the member services representative, wherein the compliance obligations include a data security requirement;
- a portal module configured to provide the interaction quality score to at least the member services representative;
- and
- a revision module configured to generate revisions to the interaction data based on the tone score or the execution score.
8 more elements
A computer-implemented method, comprising executing by a processor code stored on a non-transitory computer-readable medium, wherein execution of the code causes:
- identifying a social communication between a member services representative and a user of a social network;
- storing interaction data in an interaction database, wherein the interaction data includes communications from the member services representative to the user of the social media network;
- gathering interaction data from the social communication;
- generating a tone score by analyzing the communications from a member services representative, wherein the tone score is based on adherence to at least one definition for one or more components associated with a professional tone;
- generating an execution score by analyzing the communications from a member services representative, wherein the execution score is based on adherence to a process satisfying compliance obligations by the member services representative, wherein the compliance obligations include a data security requirement;
- generating an interaction quality score based on the tone score and the execution score;
- providing a portal module configured to provide the interaction quality score to one or more users;
- and
- generating revisions to the interaction data based on the tone score or the execution score.
6 more elements
A non-transitory computer-readable medium storing instructions that when executed by a processor perform a method comprising:
- identifying a social communication between a member services representative and a user of a social network;
- storing interaction data in an interaction database, wherein the interaction data includes communications from the member services representative to the user of the social media network;
- gathering interaction data from the social communication;
- generating a tone score by analyzing the communications from a member services representative, wherein the tone score is based on adherence to at least one definition for one or more components associated with a professional tone;
- generating an execution score by analyzing the communications from a member services representative, wherein the execution score is based on adherence to a process satisfying compliance obligations by the member services representative, wherein the compliance obligations include a data security requirement;
- generating an interaction quality score based on the tone score and the execution score;
- providing a portal module configured to provide the interaction quality score to one or more users;
- and
- generating revisions to the interaction data based on the tone score or the execution score.
6 more elements
Dependencies are inferred from the claim text.