Social Client Relationship Management via Identity Stitching

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Solution Overview

Problem

Organizations face challenges in determining the identity of users and managing customer service issues on social media platforms, where they cannot always verify the identity of communicating parties and lack efficient systems to analyze and respond to social media communications effectively.

Innovation Solution

A system and method that collect social media data using keyphrases, identify relevant social media posts, create service tickets, and determine whether to respond manually or automatically, integrating social media data into customer service and marketing processes by utilizing a stitching database to store social identities and handle interactions through a customer service interface.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Loss of information

If organizations respond to social media posts using only the social media network interfaces, then they can maintain simplicity in their response system, but they cannot determine the identity of communicating parties or access relevant customer details and interaction histories

Engineering Contradiction:

Improvecustomer identity and interaction history informationVSAvoidsystem complexity for integrating social media data

Core Design Contradiction:

Loss of informationVSDevice complexity

Solution Approach 1:

The patent introduces a customer service interface that acts as an intermediary between social media networks and customer service representatives. This interface collects social media data, identifies user identities, retrieves relevant customer details and interaction histories, and presents this information to service representatives, thereby resolving the information loss without requiring complex direct integration with social media platforms

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system segments the customer service process into distinct components: social media data collection, identity determination, customer detail retrieval, and response formulation. This segmentation allows each component to be handled separately through the customer service interface, reducing overall system complexity while preventing information loss

Inventive Principle:

Principle #1Segmentation

2Measurement precision

If organizations manually review and respond to each social media post, then they can ensure accurate identification of customers and appropriate service responses, but they experience reduced productivity and increased response time

Engineering Contradiction:

Improveaccuracy in customer identification and service responseVSAvoidnumber of social media posts responded to per unit time

Core Design Contradiction:

Measurement precisionVSProductivity

Solution Approach 1:

The customer service interface automatically performs identity determination, customer detail retrieval, and response routing without requiring manual intervention for each post. The system serves itself by automating these support functions, thereby maintaining measurement precision through systematic processes while significantly increasing productivity through automated handling of multiple posts simultaneously

Inventive Principle:

Principle #25Self-service

3Reliability

If organizations implement comprehensive social media monitoring and analysis systems, then they can improve customer service quality and engagement, but they increase system complexity and resource requirements

Engineering Contradiction:

Improvecustomer service quality and engagement effectivenessVSAvoidcomplexity of social media data collection and analysis system

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The customer service interface is designed as a universal platform that handles multiple functions: collecting social media data from various networks, determining user identities, retrieving customer details, analyzing interaction histories, and routing responses. This multi-functionality improves service reliability by providing comprehensive customer context while reducing system complexity by consolidating these functions into a single interface rather than requiring separate specialized systems for each function

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS11657354B1Social client relationship management and person-based listening

Publication Date: 2023.05.23 UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)

AI summary

Systems and methods provide social media management capable of identifying parties on social media networks and providing social media and business records related to those parties.