SOCIAL MEDIA PROVOCATEUR DETECTION AND MITIGATION

摘要

A contact center system can receive messages from social media sites or centers. The messages may include derogatory or nefarious content. The system can review messages to identify the message as nefarious and identify the poster as a social media provocateur. The system may then automatically respond to the nefarious content. Further, the system may prevent future nefarious conduct by the identified social media provocateur by executing one or more automated procedures.

主权项

1. A method comprising:
a processor detecting nefarious conduct associated with a social media message; the processor routing the social media message to an agent; and the processor automatically minimizing the impact of the nefarious conduct.