System and method for auto-suggesting responses based on social conversational contents in customer care services

Abstract

A first embodiment of the disclosure relates to a method for responding to a message posted in a social media stream. The method includes monitoring a social media site for at least one message including select subject matter. In response to identifying a message, the method includes collecting a series of exchanges that form a conversational thread including the message. The method includes determining at least one content attribute of the message. The method includes classifying the message using at least one key attribute. The method includes searching a database for a reference message using a combination of the at least one content and key attributes. The method includes determining a previous outcome of a reference thread including the reference message. The method includes using the previous outcome for determining a course of action.

Dependencies are inferred from the claim text.