SYSTEM AND METHOD FOR HANDLING SOCIAL MEDIA INPUTS IN AN EXISTING MULTI CHANNEL CONVERGED CSTA BASED INFRASTRUCTURE

摘要

Disclosed are methods and systems for handling social media inputs in an existing multi-channel converged CSTA based infrastructure. The methods and systems may be characterized by determination of priority and potential churn index of the inputs received from sentiment analysis module based on predetermined parameters. The inputs are translated into qualifier by using predetermined combinations of severity index and anticipated churn index, which are then adapted into the CSTA specifications. Thereafter, the method and system includes determination of routing of the adapted posts for further treatment using inbound mechanism or outbound mechanism. Specifically, the routing of the inbound post is carried out leveraging the “one number service” of the CSTA based infrastructure.

主权项

1. A method for handling social media inputs in an existing multi-channel converged Computer Supported Telecommunications Applications (CSTA)-based infrastructure, the method comprising:
receiving social media posts as inputs; performing sentiment analysis by using inputs received from the social media; determining of priority and potential churn index of the inputs received after sentiment analysis based on predetermined parameters, wherein each predetermined parameter has predefined weightage and scale; translating the weighted indices into qualifier by using predetermined combinations of severity index and anticipated churn index; adapting the translated and computed indices with the selected posts into the CSTA specifications; and determining routing of the adapted posts for further treatment using inbound mechanism or outbound mechanism, wherein routing of the inbound post is carried out leveraging the “one number service” of the CSTA-based infrastructure.