System for extracting customer feedback from a microblog site
AssigneeBenbria Corporation
InventorsWojciech Fraczak, Ying Du
Life of this patent
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Abstract
A system for extracting customer feedback from a microblog site includes a retrieval unit coupled to the microblog site to capture microblog updates. A filter unit coupled to the retrieval unit filters the captured microblog updates according to filter criteria that remove non-actionable items from the captured microblog updates. A learning unit coupled to the filter unit prioritizes the filtered microblog updates, and a classification unit coupled to the learning unit classifies the filtered and prioritized microblog updates. An action unit coupled to the classification unit performs appropriate actions based on the classified, filtered and prioritized microblog updates.
Claims11
A method for extracting customer feedback from a first microblog site, the method comprising:
- capturing microblog updates posted by customers from said first microblog site;
- filtering the captured microblog updates according to filter criteria that remove non-actionable items from the captured microblog updates;
- prioritizing the filtered microblog updates, wherein said prioritizing comprises
- assigning probabilities to corresponding filtered microblog updates, said assigning based on
- influence scores of the customers determined using one or more scoring services different from the first microblog site,
- popularity of each of the customers based on number of followers of said customer on said first microblog site,
- results from monitoring one or more microblog sites different from said first microblog site for one or more postings made by the customers, and
- proximities of the customers to businesses associated with the filtered microblog updates, said proximities determined by analyzing
- metadata,
- hashtags associated with said filtered microblog updates, and
- check-in information obtained from one or more sites different from said microblog site,
- further wherein each said probability is used to indicate confidence that the corresponding filtered microblog update is actionable, and
- assigning priorities to said corresponding filtered microblog updates based on said assigned probabilities;
- tagging the filtered microblog updates based on the corresponding assigned priorities, and
- discarding at least one of the filtered microblog updates based on said tagging,
- wherein said discarding is based on an intelligent dropping policy and congestion levels;
- and
- classifying the prioritized microblog updates, said classifying comprising
- selecting at least some of the prioritized microblog updates based on said tagging, and
- determining whether each selected microblog update is actionable.
Dependencies are inferred from the claim text.