# US 2010/0169159 A1 · Media for Service and Marketing > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2010/0169159 A1 - Document ID: US20100169159A1 - Status: Published application - Kind: A1 - Application number: 12/346,715 - Filed: 2008-12-30 - Published: 2010-07-01 - Earliest claimed: 2008-12-30 - Inventors: Nicholas Rose; Lap Chan; Qin He; Ashish Kothari; Guatam Dharamshi; Narendra Penagulur - Web page: https://patentgrep.com/patent/US20100169159A1 ## CPC - G06Q 30/02: Marketing; Price estimation or determination; Fundraising - G06Q 30/0201: Market modelling; Market analysis; Collecting market data - G06Q 30/0278: {Product appraisal} - 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 program products for performing the method are provided. The method includes receiving in a customer relationship management (CRM) application, data from a communication made by a first person using a social interaction application that allows third party access to communications. The method also includes assigning based on the data, a sentiment indicator to the communication according to a predefined scale and generating at least one output to the first person using the CRM application in response to receiving the data, the output based on the sentiment indicator. ## Claims ### Claim 1 A computer-implemented method for interacting with a customer, the method comprising: receiving, in a customer relationship management (CRM) application, data from a communication made by a first person using a social interaction application that allows third party access to communications; assigning, based on the data, a sentiment indicator to the communication according to a predefined scale; and generating at least one output to the first person using the CRM application in response to receiving the data, the output based on the sentiment indicator. ### Claim 2 (depends on 1) The computer-implemented method of claim 1, wherein the data comprises a user identity associated with the first person in the social interaction application, a date and time of the communication, a content of the communication and a location associated with the first person. ### Claim 3 (depends on 2) The computer-implemented method of claim 2, wherein the CRM application displays in graphical user interface information about the first person that existed in the CRM application before the data was received, the information selected using the user identity. ### Claim 4 (depends on 1) The computer-implemented method of claim 1, wherein the CRM application displays in graphical user interface the sentiment indicator and the data using filters that screen the sentiment indicator and the data according to predefined filtering rules. ### Claim 5 (depends on 2) The computer-implemented method of claim 2, further comprising: before generating the output, making a determination based on the user identity in the social interaction application as to whether the first person has a customer identity in the CRM application; and in response to a determination that the first person has no customer identity in the CRM application, associating a customer identity with the first person in the CRM application. ### Claim 6 (depends on 2) The computer-implemented method of claim 2, wherein the output includes a request to the first person for consent to map the user identity in the social interaction application with the customer identity in the CRM application, the method further comprising: receiving the consent from the first person; and in response to the consent, using the user identity in the social interaction application to communicate with the first person from the CRM application. ### Claim 7 (depends on 1) The computer-implemented method of claim 1, further comprising: creating a service ticket based on the data; wherein the output includes information associated with the creation of the service ticket, and wherein the output is visible only to the first person in the social interaction application. ### Claim 8 (depends on 1) The computer-implemented method of claim 1, further comprising: creating a service ticket based on the data; wherein the output includes information associated with the creation of the service ticket, and wherein the output is broadcast in the social interaction application. ### Claim 9 (depends on 1) The computer-implemented method of claim 1, wherein the communication is related to a predetermined business and was made over a predetermined period of time, the method further comprising: receiving, in the CRM, more data from one or more other communications made by one or more other persons in the social interaction application, wherein each of the other communications is related to the predetermined business and was made over the predetermined period of time; assigning, based on the more data, respective sentiment indicator to each of the other communications accordingly to the predetermined scale; determining a sentiment index for the predetermined business using the sentiment indicator and each respective sentiment indicator; and generating on a display device, a visual display that shows visual representations of the sentiment index over the predetermined period of time. ### Claim 10 (depends on 1) The computer-implemented method of claim 1, wherein the received data is from an application programming interface (API) of the social interaction application. ### Claim 11 (depends on 1) The computer-implemented method of claim 1, wherein the received data is in one of the following forms: (a) Extensible Mark-up Language (XML); (b) Atom format; and (c) JSON format. ### Claim 12 (depends on 1) The computer-implemented method of claim 1, wherein the sentiment indicator is associated with sentiment values comprising strong value, weak positive, neutral, weak negative and strong negative ### Claim 13 (depends on 1) The computer-implemented method of claim 1, wherein the output includes a selectable link to a web site associated with a promotion, further comprises generating on a display device, a visual display that shows visual representations of data relative to the first person selecting the link in response to the output. ### Claim 14 A computer program product tangibly embodied in a computer-readable storage device, the computer program product including instructions that, when executed, cause one or more data processing apparatus to perform operations for interacting with a customer, the operations comprising: receiving, in a customer relationship management (CRM) application, data from a communication made by a first person using a social interaction application that allows third party access to communications; assigning, based on the data, a sentiment indicator to the communication according to a predefined scale; and generating at least one output to the first person using the CRM application in response to receiving the data, the output based on the sentiment indicator. ### Claim 15 (depends on 14) The computer program product of claim 14, wherein the data comprises a user identity associated with the first person in the social interaction application, a date and time of the communication, a content of the communication and a location associated with the first person. ### Claim 16 (depends on 14) The computer program product of claim 14, wherein the CRM application displays in graphical user interface the sentiment indicator and the data using filters that screen the sentiment indicator and the data according to predefined filtering rules. ### Claim 17 (depends on 15) The computer program product of claim 15, further comprising: before generating the output, making a determination based on the user identity in the social interaction application as to whether the first person has a customer identity in the CRM application; in response to a determination that the first person has no customer identity in the CRM application, associating a customer identity with the first person in the CRM application; generating the output asking the first person for consent to map the user identity in the social interaction application with the customer identity in the CRM application; receiving the consent from the person; and in response to the consent, using the user identity in the social interaction application to communicate with the first person from the CRM application. ### Claim 18 (depends on 14) The computer program product of claim 14, further comprising: creating a service ticket based on the data; wherein the output includes information associated with the creation of the service ticket. ### Claim 19 A system comprising: a social media server comprising a social interaction application that allows third party access to communications; a customer relationship management (CRM) server comprising a CRM application; and an integrated social media and CRM system operative to receive, in the CRM application, data from a communication made by a first person using the social interaction application; assign, based on the data, a sentiment indicator to the communication according to a predefined scale; and generate at least one output to the first person using the CRM application in response to receiving the data, the output based on the sentiment indicator. ### Claim 20 (depends on 19) The system of claim 19, wherein the communication is related to a predetermined business and was made over a predetermined period of time, and wherein the integrated social media and CRM system is further operative to: receive, in the CRM, more data from one or more other communications made by one or more other persons in the social interaction application, wherein each of the other communications is related to the predetermined business and was made over the predetermined period of time; assign, based on the more data, respective sentiment indicator to each of the other communications accordingly to the predetermined scale; determine a sentiment index for the predetermined business using the sentiment indicator and each respective sentiment indicator; and generate on a display device, a visual display that shows visual representations of the sentiment index over the predetermined period of time.