Implicit Community Recommendation for Social CRM
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Current social CRM solutions are limited in addressing customer issues holistically, as they individually search for complaints on social media and fail to provide comprehensive customer help for various problems, relying on explicit communities that do not exist on social media platforms.
Innovation Solution
A method and apparatus that identify and recommend topic-cohesive and interactive implicit communities on social media platforms based on relevance scores, leveraging existing user knowledge to address customer care requests, using graph analysis and topic modeling to form and recommend communities that do not exist explicitly.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If social CRM services individually search for complaints on social media websites, then specific customer complaints can be addressed, but comprehensive customer help for various issues cannot be provided
Solution Approach 1:
The patent merges multiple individual user profiles into implicit communities based on topic coherence and interaction patterns. By combining users who discuss similar topics and interact with each other, the system creates unified community entities that represent collective knowledge, thereby providing comprehensive customer help while managing system complexity through aggregation.
Solution Approach 2:
The patent enables implicit communities to serve multiple functions: they act as knowledge repositories for topic-cohesive discussions, interaction networks for customer support, and recommendation targets for new users. This multi-functionality allows a single community structure to address various customer needs across different issues, enhancing comprehensive help capability.
2Adaptability or versatility
If explicit communities are used for customer support, then organized knowledge sharing is possible, but such communities do not exist on social media platforms
Solution Approach 1:
Instead of requiring users to explicitly create and join communities, the patent inverts the approach by automatically inferring implicit communities from user interaction data and topic coherence. The system discovers communities that already exist in the data without requiring explicit user action to form them, making the solution adaptable to existing social media structures while being feasible to implement.
Solution Approach 2:
The patent enables implicit communities to self-organize based on natural user interactions and topic discussions. Users do not need to manually create or manage communities; the system automatically identifies community structures from existing data patterns, allowing communities to serve themselves without external intervention for formation and maintenance.
3Productivity
If traditional call-center services are extended to social media, then customer care can be provided, but the need for additional support staff increases
Solution Approach 1:
The patent creates virtual implicit communities that copy and represent the collective knowledge and interaction patterns of user groups. These community entities serve as proxies for multiple users, allowing the system to leverage community-wide knowledge and expertise to address customer issues without requiring individual human agents for every interaction, thereby increasing care capacity without proportionally increasing staff.
Data Source
AI summary
A method, non-transitory computer readable medium, and apparatus for recommending a topic-cohesive and interactive implicit community are disclosed. For example, the method receives a request for customer care, selects an implicit community identified from a plurality of individual users of a social media website based upon a relevance score related to a topic of the request for customer care and recommends the implicit community in response to the request for customer care.