Workflow to Automatically Engage SMES with Customers Over Multiple Social Media Platforms

摘要

A system, method, and computer-readable medium are disclosed for improved management of unattended user queries. An unattended user query management system is implemented to detect an unattended user query in a social media environment. Data associated with the unattended user query is then retrieved from the social media environment and processed to assign the unattended user query to a predetermined category. Once the unattended user query has been categorized, it is provided to a resource, such as a subject matter expert (SME), associated with the query. In response, an answer to the previously-unattended user query is received from the resource, which is then provided to the social media environment that was the source of the unattended user query.

主权项

1. A computer-implementable method for improved management of unattended user queries, comprising:
detecting an unattended user query in a social media environment; retrieving data associated with the unattended user query from the social media environment; processing the retrieved data to assign the unattended user query to a category; providing the unattended user query to a resource associated with the category; receiving an answer to the unattended user query from the resource; and providing the answer to the social media environment that was the source of the unattended user query.