System and method for social message classification based on influence
View Patent ↗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.
1. A method for prioritizing processing of interactions at a contact center, the method comprising:
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,
wherein the prioritizing comprises ignoring the interaction when the influence level is below a preset threshold, and
wherein the prioritizing further comprises distributing the interaction to a first agent of a plurality of contact center agents when the influence level is equal to or higher than a second threshold, and to a second agent of the plurality of contact center agents when the influence level is below the second threshold.
2. The method of claim 1 , wherein the interaction is a message posted on a social media channel.
3. The method of claim 2 , wherein the person associated with the interaction is an author of the message.
4. The method of claim 1 , wherein the influence level is based on a size of the person's online social media network.
5. The method of claim 4 , wherein the size of the person's online social media network is based on a number of people directly or indirectly connected to the person via the online social media network.
6. The method of claim 1 , wherein the prioritizing is further based on one or more of actionability of the interaction, sentiment of the interaction, or the business value of the person associated with the interaction.
7. A method for distributing interactions to contact center agents, the method comprising:
identifying an interaction to be distributed to a contact center agent;
identifying a person associated with the interaction;
identifying an influence level of the person associated with the interaction;
identifying a plurality of contact center agents; and
distributing the interaction to one of the plurality of contact center agents based on the influence level of the person associated with the interaction,
wherein the distributing comprises ignoring the interaction when the influence level is below a first threshold, and
wherein the distributing further comprises distributing the interaction to a first agent of the plurality of contact center agents when the influence level is equal to or higher than a second threshold, and to a second agent of the plurality of contact center agents when the influence level is below the second threshold.
8. The method of claim 7 , wherein the interaction is a message posted on a social media channel.
9. The method of claim 8 , wherein the person associated with the interaction is an author of the message.
10. The method of claim 7 , wherein the influence level is based on a size of the person's online social media network.
11. The method of claim 10 , wherein the size of the person's online social media network is based on a number of people directly or indirectly connected to the person via the online social media network.
12. The method of claim 7 , wherein the distributing is further based on one or more of actionability of the interaction, sentiment of the interaction, or the business value of the person associated with the interaction.
13. A system for prioritizing interactions and distributing interactions to contact center agents, the system including:
a processor; and
a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to:
identify an interaction to be prioritized and distributed to a contact center agent;
identify a person associated with the interaction;
identify an influence level of the person associated with the interaction;
identify a plurality of contact center agents;
prioritize the interaction for distribution based on the influence level of the person associated with the interaction; and
distribute the interaction to one of the plurality of contact center agents based on the influence level of the person associated with the interaction,
wherein the distributing includes ignoring the interaction when the influence level is below a preset threshold, and
wherein the distributing further comprises distributing the interaction to a first agent of the plurality of contact center agents when the influence level is equal to or higher than a second threshold, and to a second agent of the plurality of contact center agents when the influence level is below the second threshold.
14. The system of claim 13 , wherein the interaction is a message posted on a social media channel.
15. The system of claim 14 , wherein the person associated with the interaction is an author of the message.
16. The system of claim 13 , wherein the influence level is based on a size of the person's online social media network.
17. The system of claim 16 , wherein the size of the person's online social media network is based on a number of people directly or indirectly connected to the person via the online social media network.