METHOD AND APPARATUS FOR ADAPTING CUSTOMER INTERACTION BASED ON ASSESSED PERSONALITY

摘要

A method and apparatus for guiding interaction with a subject person, for example a customer. Data relating to prior social activity of the subject person is obtained, for example from stored emails, social media, and the like. Based on the data, a determination is made of a set of personality traits of the subject person, a social networking status of the subject person, or both. The determination may include whether the subject person is a potential advocate or detractor, or a potential impact of the subject person. The subject person is categorized based on the determination, and a set of parameters for guiding interaction with a subject person based on the categorization is provided. Proposed outgoing communication can also be assessed for personality traits being conveyed, and noncompliant traits can be automatically identified and adjusted.

主权项

1. A method for guiding interaction with a subject person, the method comprising:
(a) obtaining, by a computer, data relating to prior social activity of the subject person; (b) automatically making a determination, by a computer, of one or both of: a set of personality traits of the subject person; and a social networking status of the subject person, wherein said determination is made at least in part on the basis of said obtained data; (c) automatically categorizing, by a computer, the subject person based on said determination; and (d) automatically providing, by a computer, a set of parameters for guiding interaction with a subject person based on said automatic categorization.