Social client relationship management and person-based listening

A system, comprising a non-transitory computer readable medium storing code instructions that are configured, when executed by a processor, to effectuate:

• a collection subsystem configured to collect social post data from two or more social media networks, wherein the social post data includes non-textual audio or video content, and wherein the collection subsystem merges content from the two or more social media networks in a stitching database;
• a listening module of the collection subsystem configured to detect use of a keyphrase in the non-textual audio or video content of a plurality of social media posts,
• wherein detecting the keyphrase in the non-textual audio or video content is performed using one or more of a media comparison tool, machine vision, or audio analysis of the non-textual audio or video content;
• wherein a client account is classified, based on an unconfirmed link between client records and the client account, as a located account, wherein the located account is associated with the client account but has not been confirmed by a user, until a confirmation of the account is received from the user;
• a classification module of the collection subsystem configured to classify the one or more posts associated with the social post data into one or more post categories, wherein the one or more categories categorize attitudes of users creating social post data;
• a response post module configured to generate context-based automatic response to at least one post associated with a business using a machine learning model, wherein the response post module further answers at least one of the social media posts by posting the context-based response to at least one of the two or more social media networks using an account associated with the business;
• and
• a customer service interface configured to determine similarities between member services representatives and at least one of the users, wherein the customer service interface is further configured to route the social post data to one of the member services representatives based on the attitudes and the similarities between the one of the member services representatives and the at least one of the users.

A non-transitory computer readable medium storing code instructions that are configured to perform, when executed by a processor, a method, comprising:

• accessing content of social media posts associated with a client account on two or more social media platforms;
• merging the content from the two or more social media platforms in a stitching database;
• classifying, an account associated with the processor from a social media platform wherein the account is identified as non-client, located account, or confirmed client account;
• classifying, based on an unconfirmed link between client records and the client account, the client account as a located account, wherein the located account is associated with the client account that has not been confirmed by a user;
• classifying, based on receiving a confirmation of the located account is a client account from the user, the client account as confirmed;
• detecting use of a keyphrase in the content of the stitching database, wherein the keyphrase includes at least one pre-identified word or one or more variants of the at least one pre-identified word in non-textual audio content or video content, and wherein the detecting is performed using one or more of a media comparison tool, machine vision, or audio analysis of the non-textual audio content or video content;
• classifying the social media posts based on attitudes of a client;
• determining that at least one of the social media posts relate to a customer service issue associated with a business;
• creating an answer ticket and routing the answer ticket to an answer handler, wherein a priority of the answer ticket is based on the attitude, and wherein routing is based on a similarity between the answer handler and the client;
• generating a context-based response to the one or more social media posts using artificial intelligence by way of rules and a library;
• and
• causing answering of the at least one social media post based on the answer ticket and the context-based response.