Contact Center Social Message Classification by Influence

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Solution Overview

Problem

Contact centers face challenges in monitoring social media interactions relevant to their business and engaging with customers across different communication channels, as they often lack access to users' social media identifiers, leading to disconnected customer interactions and inefficient response management.

Innovation Solution

A system and method that prioritize and distribute social media interactions based on influence level, sentiment, and actionability, allowing seamless cross-channel communication while maintaining context and customer profile information, enabling agents to respond effectively and efficiently.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If contact centers monitor all social media interactions, then customer engagement improves, but resource allocation becomes inefficient

Engineering Contradiction:

Improvecustomer engagement capabilityVSAvoidresource allocation efficiency

Core Design Contradiction:

Adaptability or versatilityVSProductivity

Solution Approach 1:

The patent applies parameter changes by introducing influence level as a new parameter to filter and prioritize social media interactions. The system transforms the unfiltered stream of all social media posts into a prioritized queue based on influence scores, enabling contact centers to focus resources on high-value interactions while maintaining comprehensive monitoring capability.

Inventive Principle:

Principle #35Parameter changes

2Reliability

If contact centers respond to all social media posts, then brand reputation improves, but response time increases

Engineering Contradiction:

Improvebrand reputation managementVSAvoidresponse time

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

The system performs preliminary action by pre-calculating and assigning influence levels to social media interactions before they reach the contact center queue. This advance prioritization allows agents to immediately focus on high-influence posts, reducing the time lost in triage and enabling faster response to reputation-critical interactions.

Inventive Principle:

Principle #10Preliminary action

3Device complexity

If contact centers lack access to social media identifiers, then system complexity reduces, but customer profile linkage is lost

Engineering Contradiction:

Improvesystem architecture complexityVSAvoidcustomer profile linkage

Core Design Contradiction:

Device complexityVSLoss of information

Solution Approach 1:

The patent introduces an intermediary approach by using influence level scores as a mediator between social media interactions and customer profiles. Instead of directly linking social media identifiers to customer records, the system uses influence-based prioritization as an intermediate layer that maintains profile linkage through alternative means while avoiding the complexity of direct identifier integration.

Inventive Principle:

Principle #24Intermediary (Mediator)

Data Source

PatentUS10142477B2System and method for social message classification based on influence

Publication Date: 2018.11.27 GENESYS CLOUD SERVICES INC

AI summary

A method for prioritizing processing of interactions at a contact center, the method including: identifying an interaction to be prioritized for processing; identifying a person associated with the interaction; identifying an influence level of the person associated with the interaction; and prioritizing the interaction for processing based on the influence level of the person associated with the interaction.