Workflow to Automatically Engage SMES with Customers Over Multiple Social Media Platforms
A system, method, and computer-readable medium are disclosed for improved management of unattended user queries. An unattended user query management system is implemented to detect an unattended user query in a social media environment. Data associated with the unattended user query is then retrieved from the social media environment and processed to assign the unattended user query to a predetermined category. Once the unattended user query has been categorized, it is provided to a resource, such as a subject matter expert (SME), associated with the query. In response, an answer to the previously-unattended user query is received from the resource, which is then provided to the social media environment that was the source of the unattended user query.
1 . A computer-implementable method for improved management of unattended user queries, comprising:
detecting an unattended user query in a social media environment;
retrieving data associated with the unattended user query from the social media environment;
processing the retrieved data to assign the unattended user query to a category;
providing the unattended user query to a resource associated with the category;
receiving an answer to the unattended user query from the resource; and
providing the answer to the social media environment that was the source of the unattended user query.
2 . The method of claim 1 , wherein the data associated with the unattended user query comprises at least one member of the set of:
the Uniform Resource Locator (URL) of the unattended user query;
a social media identifier of the social media environment associated with the unattended user query;
a description of the unattended user query; and
details associated with the unattended user query.
3 . The method of claim 1 , wherein the category is at least one member of the set of:
a social media environment;
a market segment;
a line of business (LOB);
a product line;
an individual product;
a use of a product;
a problem associated with a product;
a provided service;
a class of user; and
a topic of user interest.
4 . The method of claim 1 , wherein the unattended user query is provided to the resource in a communication format comprising at least one member of the set of:
an email message;
and Instant Messenger (IM) message; and
a Short Message Service (SMS) message.
5 . The method of claim 1 , wherein the resource is a subject matter expert (SME).
6 . The method of claim 1 , wherein identity data associated with the resource is appended to the answer.
7 . A system comprising:
a processor;
a data bus coupled to the processor; and
a non-transitory, computer-readable storage medium embodying computer program code, the non-transitory, computer-readable storage medium being coupled to the data bus, the computer program code interacting with a plurality of computer operations for improved management of unattended user queries and comprising instructions executable by the processor and configured for:
detecting an unattended user query in a social media environment;
retrieving data associated with the unattended user query from the social media environment;
processing the retrieved data to assign the unattended user query to a category;
providing the unattended user query to a resource associated with the category;
receiving an answer to the unattended user query from the resource; and
providing the answer to the social media environment that was the source of the unattended user query.
8 . The system of claim 7 , wherein the data associated with the unattended user query comprises at least one member of the set of:
the Uniform Resource Locator (URL) of the unattended user query;
a social media identifier of the social media environment associated with the unattended user query;
a description of the unattended user query; and
details associated with the unattended user query.
9 . The system of claim 7 , wherein the category is at least one member of the set of:
a social media environment;
a market segment;
a line of business (LOB);
a product line;
an individual product;
a use of a product;
a problem associated with a product;
a provided service;
a class of user; and
a topic of user interest.
10 . The system of claim 7 , wherein the unattended user query is provided to the resource in a communication format comprising at least one member of the set of:
an email message;
and Instant Messenger (IM) message; and
a Short Message Service (SMS) message.
11 . The system of claim 7 , wherein the resource is a subject matter expert (SME).
12 . The system of claim 7 , wherein identity data associated with the resource is appended to the answer.
13 . A non-transitory, computer-readable storage medium embodying computer program code, the computer program code comprising computer executable instructions configured for:
detecting an unattended user query in a social media environment;
retrieving data associated with the unattended user query from the social media environment;
processing the retrieved data to assign the unattended user query to a category;
providing the unattended user query to a resource associated with the category;
receiving an answer to the unattended user query from the resource; and
providing the answer to the social media environment that was the source of the unattended user query.
14 . The non-transitory, computer-readable storage medium of claim 13 , wherein the data associated with the unattended user query comprises at least one member of the set of:
the Uniform Resource Locator (URL) of the unattended user query;
a social media identifier of the social media environment associated with the unattended user query;
a description of the unattended user query; and
details associated with the unattended user query.
15 . The non-transitory, computer-readable storage medium of claim 13 , wherein the category is at least one member of the set of:
a social media environment;
a market segment;
a line of business (LOB);
a product line;
an individual product;
a use of a product;
a problem associated with a product;
a provided service;
a class of user; and
a topic of user interest.
16 . The non-transitory, computer-readable storage medium of claim 13 , wherein the unattended user query is provided to the resource in a communication format comprising at least one member of the set of:
an email message;
and Instant Messenger (IM) message; and
a Short Message Service (SMS) message.
17 . The non-transitory, computer-readable storage medium of claim 13 , wherein the resource is a subject matter expert (SME).
18 . The non-transitory, computer-readable storage medium of claim 13 , wherein identity data associated with the resource is appended to the answer.