Social Network Conversation Objects for Multi-Tenant Databases
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Solution Overview
Problem
Existing multi-tenant database systems (MTS) lack effective methods for integrating and managing information from social networks, such as Twitter and Yammer, which hinders customer support representatives in processing and utilizing valuable customer insights for improved productivity.
Innovation Solution
A system and method for integrating social network information into MTS by retrieving, filtering, and storing messages as conversation objects, using processors and network interfaces, and employing templates to enhance productivity through knowledge base storage.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If social network information is integrated into multi-tenant database systems, then customer support productivity is improved, but system complexity increases
Solution Approach 1:
The patent introduces conversation objects as intermediary entities that bridge social network information and the multi-tenant database system. These conversation objects serve as a standardized interface layer, allowing social media messages to be processed through existing CRM workflows without directly complicating the core database architecture. The conversation objects act as mediators that translate diverse social network data formats into a unified structure that the MTS can handle using its existing multi-tenant framework.
Solution Approach 2:
The system implements universal conversation objects that can handle multiple types of social network interactions (tweets, comments, mentions, direct messages) through a single unified data structure. This multi-functional approach allows the same conversation object framework to process various social media platforms and message types, reducing the need for separate handling mechanisms for each social network interaction type, thereby improving productivity without proportionally increasing system complexity.
2Productivity
If multiple agents access and process social network information, then information utilization efficiency is improved, but data management complexity increases
Solution Approach 1:
The patent segments social network information into discrete conversation objects that can be independently assigned to different agents. Each conversation object represents a distinct unit of work that can be individually tracked, assigned, and processed. This segmentation allows multiple agents to work on different conversation objects simultaneously without conflicts, while the system maintains centralized control over assignment and status tracking, thereby improving information utilization efficiency while managing data complexity through structured division.
Solution Approach 2:
The system implements feedback mechanisms where conversation objects maintain status information that is continuously updated and visible to all agents. The state of each conversation object (new, assigned, in-progress, resolved) provides real-time feedback to the team, allowing agents to understand current workload distribution and prioritize tasks effectively. This feedback loop improves information utilization by ensuring all agents have visibility into the collective progress without requiring complex direct communication protocols.
Data Source
AI summary
Some embodiments comprise integrating information from a social network into a multi-tenant database system. A plurality of information from the social network is retrieved, using a processor and a network interface of a server computer in the multi-tenant database system, wherein the plurality of information is associated with a message transmitted using the social network. Metadata related to the transmitted message is generated, using the processor. A conversation object is generated, using the processor, based on the plurality of information associated with the transmitted message and the metadata related to the transmitted message. The conversation object is then stored in an entity in the multi-tenant database system, using the processor of the server computer.