System and method for providing a social customer care system

摘要

The present invention relates to social customer service and support systems integrated with social media and social networks. More particularly, the invention provides a social customer care platform system to allow customer care functions, and in particular to allow customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. It manages and tracks a high-volume of customer interactions and provides for monitoring of Internet social network posts relevant to a business's products or services along with the ability to capture, monitor, filter, make sense of and respond to, in near real-time, tens of thousands of social interactions. It comprises role specific user-interface and functionality for social customer service and support environments, automated prioritization and matching for increased agent productivity, and an automated enterprise workflow to align social media support with existing business processes.

主权项

1. A computer system comprising:
a processor; a memory coupled to the processor; a display device; wherein the memory stores a program that provides a customer care system for requests from users arising on social media networks, when executed by the processor causes the processor to input into memory: an enterprise workflow function that controls and coordinates the actions of the customer care system and its interaction with a user, wherein the enterprise workflow controls input to and output from external systems and data stores; a customer response portal webpage function that allows the enterprise workflow to send a response to the user via the user's chosen social media network communication conduit; an identity unification function that automatically locates, identifies and unifies user profiles across Internet-based social media networks websites; a conversation consolidation function that automatically locates, identifies, consolidates and manages a user's public comments across Internet-based social media networks; a peer-to-peer enterprise workflow function that controls and coordinates the actions of the customer care system and its interactions with user, wherein the peer-to-peer enterprise workflow function controls input to and output from external systems and data stores; in response to a user issue raised by the user, the peer-to-peer enterprise workflow function searches social media networks for a resolution to the user issue; a resolver matching function that automatically locates, identifies, consolidates and manages third party relevant social media network resolutions to the user issue across the social media networks and stores the relevant social media network resolutions; the peer-to-peer enterprise workflow function receives the stored relevant social media network resolutions and sends the resolutions to the user issue to the user via the social media network without requiring agent-based support; generate a response portal webpage identifier for the customer response portal webpage and a uniform resource locater associated with the response portal webpage identifier; and capture survey answers from at least two sources;
i) at least one first answer that includes at least one hashtag from at least one social media interaction, andii) at least one second answer from follow-up social network responses as determined by utilizing a language clustering pattern function to infer language detected within a follow-up answer that falls within a satisfaction range found in the at least one first answer that include the at least one hashtag to compensate for the at least one second answer being unassociated with either the hashtag or the uniform resource locator; andaggregate the captured survey answers from multiple communication channels and normalizing the aggregated contents of the survey answers to rate the resolution to the user issue.