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US 2012/0233258 A1Published application
Method and apparatus for analyzing and applying data related to customer interactions with social media
Assignee24/7 Customer, Inc.
InventorsRavi VIJAYARAGHAVAN, Ravi GARIKIPATI, Andrew CHANG, Pallipuram V. KANNAN
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Abstract
Embodiments of the invention provide techniques that quantize community interactions with social media to understand and influence consumer experiences.
Claims36
An apparatus for quantizing community interactions with social media to understand and influence consumer experiences, comprising:
- a processor configured for analysis of posts on social media for use in customer service and other organizations to improve brand and customer experience;
- and
- said processor configured for mining said social media to determine leading indicators of issues that appear in other consumer contact channels to predict trends.
Dependencies are inferred from the claim text.