Methods and systems for assigning priority to incoming message from customer

A system for assigning a priority to a first message from a first customer to help customer care agents prioritize a response to that incoming message in a social customer relationship management (CRM) environment, said system comprising:

• a central storage system;
• and
• a processor executing machine readable program instruction to perform:
• retrieving, from said central storage system, historical conversations between second customers and customer care agents, each of said conversations comprising at least one second message, each of said conversations having associated features at least comprising a topic associated with each conversation, a sentiment of said conversation, a location of said second customer, and a social media influence of said second customer, each of said second conversations having an assigned priority;
• determining combinations of features associated with said second conversations, each of said combinations being a first category;
• categorizing each of said second conversations into one of said first categories based on features associated with each of said second conversations;
• assigning a priority to each of said first categories based on a cumulative priority of all said second conversation categorized in said first category;
• receiving a first message from a first customer's computing device;
• determining which of said first categories said first conversation belongs based on features of said first conversation;
• assigning, to said first conversation, a priority of said first category to which said first conversation belongs;
• and
• displaying, on a customer care agent's display device, the priority assigned to said first message so that said agent can prioritize their response to said first message based on said displayed priority.