Conversation analysis of asynchronous decentralized media

摘要

The present disclosure provides a system that allows for the real-time and online monitoring of the exchanges between customers and a CRM team over social media. While crawling all messages exchanged over the social media by customers and CRM team, the system aggregates related messages exchanged between a given customer and the CRM team into a conversation. The system includes a linguistic framework for the analysis of conversations (based on the two linguistic theories of dialog acts and conversation analysis) to label the nature of the messages in a conversation or thread.

主权项

1. A method for computing online metrics for customer relations management, comprising:
querying historical linguistic data sets of exchanges between customers and customer relations representatives over social media; extracting from the historical linguistic data sets conversations between said customers and said customer relations representatives; wherein extracting conversations uses a customer relations representative identifier and extracts all messages sent by said customer relations representative identifier or to said customer relations representative identifier; wherein said messages are grouped by a customer using a customer associated identifier; ordering chronologically a list of all said messages by said customer associated identifier; extracting from the list of all said messages groups of messages, wherein each group of messages is related to an individual subject; aggregating said groups of messages into pseudo synchronous conversations; separating each pseudo synchronous conversation of the pseudo synchronous conversations into one or more segments and associating one or more classes to each of the one or more segments; labeling each said segment in said each pseudo synchronous conversation according to a conversation analysis; and, labeling each said segment in said each pseudo synchronous conversation according to an engagement analysis.