Treatment of web feeds as work assignment in a contact center

A system for enhanced customer service, the system comprising:

• means for performing a web search to search for, identify, retrieve and aggregate a plurality of messages that were posted on the internet in one or more of a blog, discussion forum, social networking site, news feed, web feed, blog feed, video feed, group feed and an RSS feed, the plurality of messages:
• being from at least two different sources,
• being identified and retrieved based on an identification of one or more predefined terms contained in the message, and
• being one or more message types;
• means for filtering only the retrieved plurality of messages which include the one or more predefined terms, wherein filtering the retrieved plurality of messages which include the one or more predefined terms further comprises:
• determining that at least one of the retrieved plurality of messages which include the one or more predefined terms is a press release of a company;
• and
• in response to determining that the at least one of the retrieved plurality of messages which contains the one or more predefined terms includes a press release of the company, filtering out the at least one of the retrieved plurality of messages that includes the press release of the company;
• means for analyzing, using a processor and analysis module, the content of the plurality of retrieved messages;
• and
• based on the analysis, means for performing one or more of:
• automatically responding to one or more of the plurality of messages,
• automatically forwarding one or more of the plurality of messages to a customer service agent, and
• automatically logging an indication of any action taken in response to the receipt, filtering and analysis of one or more of the plurality of messages.

An enhanced customer service system comprising:

• an aggregator that performs a web search to search for, identify, retrieve and aggregate plurality of messages that were posted on the internet in one or more of a blog, discussion forum, social networking site, news feed, web feed, blog feed, video feed, group feed and an RSS feed, the plurality of messages:
• being from at least two different sources,
• being identified and retrieved based on an identification of one or more predefined terms, and
• being one or more message types;
• a filter module that filters only the plurality of retrieved messages which include the one or more predefined terms, determines that at least one of the retrieved plurality of messages which include the one or more predefined terms is a press release of a company, and in response to determining that the at least one of the retrieved plurality of messages which includes the one or more predefined terms is a press release of the company, filters out the at least one of the retrieved plurality of messages that is the press release of the company;
• a processor and one or more of an analysis module and artificial intelligent module that, using the processor, analyze the content of the plurality of retrieved messages, and, based on the analysis:
• an auto response module automatically responds to one or more of the plurality of messages,
• an interaction center forwards one or more of the plurality of messages to a customer service agent, or
• a logging module logs an indication of any action taken in response to the receipt, filtering and analysis of one or more of the plurality of messages.