Chatbot for reviewing social media
AssigneeState Farm Mutual Automobile Insurance Company
InventorsJoseph Robert Brannan, Vicki King, Brian Mark Fields, Nathan L. Tofte
Life of this patent
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Abstract
The following relates generally to artificial intelligence (AI)-based responses to social media posts. In some embodiments, one or more processors may be configured to: (1) receive, via a chatbot, a social media post; (2) categorize, via the chatbot, the social media post; (3) determine, via the chatbot, based upon the categorization, an entity to contact; (4) build, via the chatbot, based upon the determined entity to contact, a response to the social media post; and/or (5) send, via the chatbot, the response to the entity.
Claims16
A computer-implemented method for responding to a social media post, comprising:
- receiving, via a chatbot of one or more processors, a social media post;
- categorizing, via the chatbot, the social media post, wherein the categorizing comprises determining a category of the social media post, the category comprising:
- (i) customer praise of a company;
- or (ii) customer praise of a product and/or service;
- determining, via the chatbot, based upon the categorization, an entity to contact, the entity to contact comprises a user who posted the social media post;
- building, via the chatbot, based upon the determined entity to contact, a response to the social media post, the response including (a) a request that the user post a review of the company, product, and/or service, and/or (b) a recommendation to purchase an additional product and/or service;
- and
- sending, via the chatbot, the response to the entity.
A computer system for responding to a social media post, the computer system comprising one or more processors configured to:
- receive, via a chatbot, a social media post;
- categorize, via the chatbot, the social media post, wherein the categorizing comprises:
- determining a category of the social media post, the category comprising:
- (i) customer praise of a company;
- or (ii) customer praise of a product and/or service;
- determine, via the chatbot, based upon the categorization, an entity to contact, the entity to contact comprises a user who posted the social media post;
- build, via the chatbot, based upon the determined entity to contact, a response to the social media post, the response including (a) a request that the user post a review of the company, product, and/or service, and/or (b) a recommendation to purchase an additional product and/or service;
- and
- send, via the chatbot, the response to the entity.
A computer-implemented method for responding to a social media post, comprising:
- receiving, via a chatbot, a social media post;
- categorizing, via the chatbot, the social media post, wherein the categorizing comprises determining a category of the social media post, the category comprising:
- (i) customer praise of a company;
- or (ii) customer praise of a product and/or service;
- determining, via the chatbot, based upon the categorization, an entity to contact, the entity to contact comprises an employee;
- building, via the chatbot, based upon the determined entity to contact, a response to the social media post, the response including a list of one or more products and/or services for the employee to suggest to a user post the social media post;
- and
- sending, via the chatbot, the response to the entity.
Dependencies are inferred from the claim text.