Customer care replies on social media
AssigneeCisco Technology, Inc.
InventorsTod Famous, Michael Lepore
Life of this patent
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Abstract
In one implementation, customer service is managed by a contact center. The contact center includes a contact center server and an agent device. The contact center server monitors external social media to identify a social media post by a customer. The social media post may be filtered by the customer names, product identities, and/or the nature of the post. The contact center server accesses a database storing a plurality of agent identities and searches the social media for a reply to the customer's social media post. Replies may be identified using subject line or a reply indicator. The contact center server stores the reply to the social media post.
Claims20
A method comprising:
- monitoring at least one social medium to identify a social media post by a customer on the at least one social medium;
- accessing a database storing a plurality of agent identities;
- searching the at least one social medium for a reply to the social media post, the reply associated with one of the plurality of agent identities;
- and
- storing the reply to the social media post.
An apparatus, comprising:
- a communication interface operable to receive a passive customer service request by monitoring a social networking service;
- a database storing one or more agent identities associated with the customer identity;
- and
- a controller configured to query at least one social networking service using the one or more agent identities.
Logic encoded in one or more non-transitory tangible media, the logic executable by a processor and operable to:
- access a database storing a plurality of agent identities and a plurality of customer identities;
- monitor at least one social medium to identify a social media post associated with one of the customer identities;
- open a workflow based on the social media post;
- monitor the at least one social medium to identify a social media reply associated with one of the agent identities;
- and
- close the workflow based on the social media reply.
Dependencies are inferred from the claim text.