Techniques for topical customer service menu reconfiguration based on social media
AssigneeAvaya Inc.
InventorsShmuel Shaffer, Reinhard P. Klemm
Life of this patent
Estimating the term…
Abstract
Techniques for topical customer service menu reconfiguration based on social media are claimed. In one embodiment, for example, an apparatus may comprise a social media gateway and an adjustment component. The social media gateway may be operative to receive social media information from one or more social media networks. The adjustment component may be operative to data mine the social media information to extract one or more characteristics, infer a trend from the extracted one or more characteristics, and adjust a customer service menu tree based upon the inferred trend. Other embodiments are described and claimed.
Claims20
A computer-implemented method, comprising:
- data mining, by a processor, social media information from at least one social media network, to extract a characteristic;
- inferring, by the processor, a trend from the extracted characteristic;
- estimating, by the processor, a persistence of the trend, wherein adjusting the customer service menu tree comprises:
- creating a new option in the plurality of options based upon the inferred trend indicating an increased importance of a topic related to the new option;
- and
- adjusting, by the processor, an interactive customer service menu tree based upon the inferred trend and the persistence of the trend.
An apparatus, comprising:
- a processor circuit on a device having a processor coupled to memory, wherein the processor executes program code stored in the memory to;
- implement a social media gateway that receives social media information from at least one social media network;
- and
- extract from the social media information, a characteristic;
- infer a trend from the extracted characteristic;
- estimate a persistence of the trend, and
- adjust a customer service menu tree based upon the inferred trend and the persistence of the trend, wherein the processor executes further program code stored in the memory to adjust the customer service menu tree by creating a new option in the plurality of options based upon the inferred trend indicating an increased importance of a topic related to the new option.
Dependencies are inferred from the claim text.