IDENTIFYING HIGH VALUE CONTENT AND DETERMINING RESPONSES TO HIGH VALUE CONTENT
Systems and methods automatically determine responses to content based on semantic analysis, token analysis and influence ratings. The systems and methods identify relevant queries for product support, purchase or advocacy from multiple communications channels and further separate the high-value conversations and individuals from the low value conversations and individuals in an efficient manner. Described herein is a system and method to use the identification of important individuals and the context of their conversations to appropriately route content items and messages and subsequent responses in such a way as to allow an efficient interaction to occur.
1 . A method for execution by one or more processors, the method comprising:
receiving a content item from a communication channel; and
upon determining that the content item is to be processed further, performing the actions of
performing semantic analysis on the content item,
calculating an influence rating for the content item, and
determining an action in accordance with the semantic analysis and the influence rating.
2 . The method of claim 1 , wherein determining that the content item is to be processed further comprises one or more of identifying a trigger token or identifying a match to at least one search term.
3 . The method of claim 2 , wherein the trigger token comprises one or more of a generic trigger token, an entity name trigger token, or a product or service name trigger token.
4 . The method of claim 2 , wherein the action comprises routing the content item to a system, wherein the system is selected in accordance with the trigger token.
5 . The method of claim 2 , wherein the trigger token is automatically determined.
6 . The method of claim 1 , and further comprising receiving proprietary data for an originator of the content item; and wherein the action is further determined in accordance with the proprietary data.
7 . The method of claim 6 , and further comprising determining a business value from the proprietary data; and wherein the action is further determined in accordance with the business value.
8 . The method of claim 1 , wherein determining an action includes one or more of selecting a communications channel for communicating a response to the content item, escalating a priority, routing the content item, updating one or more parameters used to calculate sentiment or influence rating, pushing the content to an alternate medium or generating an automated response.
9 . The method of claim 8 , wherein selecting a communications channel for communicating the response includes selecting a communications channel in accordance with one or more characteristics of the response.
10 . The method of claim 8 , wherein routing the content item includes routing the content item to one or more of an agent selected according to an agent skill, a manual responder, or a queue.
11 . A method for execution by one or more processors, the method comprising:
receiving a content item from a communication channel;
determining that the content item is to be processed further based on the presence of a trigger token in the content item; and
upon determining that the content item is to be processed further, determining an action in accordance with the trigger token.
12 . The method of claim 11 , wherein the trigger token comprises one or more of a generic trigger token, an entity name trigger token, or a product or service name trigger token.
13 . The method of claim 11 , wherein the action comprises routing the content item to a system, wherein the system is selected in accordance with the trigger token.
14 . The method of claim 11 , wherein the trigger token is automatically determined.
15 . The method of claim 11 , wherein determining an action includes one or more of selecting a communications channel for communicating a response to the content item, escalating a priority, routing the content item, updating one or more parameters used to calculate sentiment or influence rating, escalating a priority for a work item, pushing the content to an alternate medium or generating an automated response.
16 . The method of claim 15 , wherein selecting a communications channel for communicating the response includes selecting a communications channel in accordance with one or more characteristics of the response.
17 . The method of claim 15 , wherein routing the content item includes routing the content item to one or more of an agent selected according to an agent skill, a manual responder, or a queue.
18 . A system comprising:
one or more processors;
a content monitor executable by the one or more processors to receive a content item from one or more of a plurality of communication channels and to determine if the content item is to be processed further;
an analysis engine executable by the one or more processors to receive a content item from the content monitor and to perform operations comprising:
semantically analyze the content item, and
calculate an influence rating for the content item; and
a workflow engine executable by the one or more processors to determine an action in accordance with the semantic analysis and the influence rating.
19 . The system of claim 18 , wherein the content monitor determines that the content item is to be processed upon one or more of identifying a trigger token or identifying a match to at least one search term.
20 . The system of claim 18 , wherein the trigger token comprises one or more of a generic trigger token, an entity name trigger token, or a product or service name trigger token.
21 . The system of claim 18 , wherein the action comprises routing the content item to a system, wherein the system is selected in accordance with the trigger token.
22 . The system of claim 18 , and further comprising a product catalog and wherein the token is extracted from the product catalog.
23 . The system of claim 18 , and further comprising a database having proprietary data for an originator of the content item; and wherein the action is further determined in accordance with the proprietary data.
24 . The system of claim 18 , wherein the communication channel includes one or more of a social networking service, an audio channel, a video channel, an RSS feed, or a web site.
25 . A non-transitory machine-readable medium having computer-executable instructions stored thereon that when executed, causes one or more processors to perform operations comprising:
receiving a content item from a communication channel; and
upon determining that the content item is to be processed further, performing the actions of:
performing semantic analysis on the content item,
calculating an influence rating for the content item, and
determining an action in accordance with the semantic analysis and the influence rating.
26 . The non-transitory machine-readable medium of claim 25 , wherein determining that the content item is to be processed further comprises one or more of identifying a trigger token or identifying a match to at least one search term.
27 . The non-transitory machine-readable medium of claim 26 , wherein the trigger token comprises one or more of a generic trigger token, an entity name trigger token, or a product or service name trigger token.
28 . The non-transitory machine-readable medium of claim 26 , wherein the action comprises routing the content item to a system, wherein the system is selected in accordance with the trigger token.
29 . The non-transitory machine-readable medium of claim 26 , wherein the trigger token is automatically determined.
29 . The non-transitory machine-readable medium of claim 25 , wherein the operations further comprise receiving proprietary data for an originator of the content item; and wherein the action is further determined in accordance with the proprietary data.
30 . The non-transitory machine-readable medium of claim 29 , wherein the operations further comprise determining a business value from the proprietary data; and wherein the action is further determined in accordance with the business value.
31 . The non-transitory machine-readable medium of claim 25 , wherein determining an action includes one or more of selecting a communications channel for communicating a response to the content item, updating one or more parameters used to calculate sentiment or influence rating, pushing the content to an alternate medium, escalating a priority, routing the content item, or generating an automated response.
32 . The non-transitory machine-readable medium of claim 31 , wherein selecting a communications channel for communicating the response includes selecting a communications channel in accordance with one or more characteristics of the response.
33 . The non-transitory machine-readable medium of claim 31 , wherein routing the content item includes routing the content item to one or more of an agent selected according to an agent skill, a manual responder, or a queue.