System and method for providing a social customer care system
A social customer care platform system is disclosed. The system is integrated with social media and social networks. The system allows customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. High volume customer interactions are managed and tracked and Internet social network posts relevant to a business's products or services are monitored along with the ability to capture, monitor, filter, make sense of and respond to, in near real-time, tens of thousands of social interactions. The system includes role specific user-interface and functionality for social customer service and support environments, automated prioritization and matching for increased agent productivity, and an automated enterprise workflow to align social media support with existing business processes.
1. A computer system comprising:
a processor;
a memory coupled to the processor;
a display device;
wherein the memory stores a program that automatically locates, identifies, consolidates and manages public comments across Internet based social networks, when executed by the processor causes the processor to:
input into memory a post created by a customer at an Internet social network site, the post having a customer's web name;
determine if the customer's web name exists in a database accessible to the system;
if there is an ongoing customer support conversation for the customer in the current system, attach the post to the ongoing customer support conversation;
perform an identification unification process across other Internet social network sites to find other posts from the customer;
attach the other posts from the customer that are found on the other Internet social network sites to the ongoing customer support conversation;
add the ongoing customer support conversation to an available queue for action by a customer support representative;
provide a response to the customer by the customer support representative for an issue identified in the ongoing support conversation;
capture survey answers from at least two sources;
i) at least one first answer that includes at least one hashtag from at least one social media interaction, and
ii) at least one second answer from follow-up social network responses as determined by utilizing a language clustering pattern function to infer language detected within a follow-up answer that falls within a satisfaction range found in the at least one first answer that include the at least one hashtag to compensate for the at least one second answer being unassociated with either the hashtag or a uniform resource locator for the at least one social media interaction; and
aggregate the captured survey answers from multiple communication channels and normalizing the aggregated contents of the survey answers to rate resolution of the user issue.
2. The computer system of claim 1 further comprising a program that when executed by the processor causes the processor to create a customer unique identifier key that represents a web name customer and the Internet social network on which the customer uses the web name of the customer.
3. The computer system of claim 2 further comprising the program that when executed by the processor causes the processor to:
save the third party unique key in the database;
access at least one third party customer unique key from the database; and
if ongoing customer support conversation exists for this third party, identify the ongoing customer support conversation as being associated with the customer identified in the third party search subject unique key.
4. The computer system of claim 1 wherein the perform an identification unification function across other Internet social network sites to find other posts from the customer step comprises:
input a user profile for the customer;
extract user-identifying data attributes from the user profile;
search at least one Internet-based social network website for users with profiles containing data attributes similar to the customer user-identifying data attributes;
identify a social network site profile for a third party from the social network website based on a closeness of a match of social network site profile attributes for the third party to the user-identifying data attributes;
use the social network site profile attributes for the third party and the user-identifying data attributes and run a scoring algorithm to produce a likelihood score that the third party and the customer from the user profile is the same person; and
if the likelihood score meets a certainty threshold criteria, use the social network site profile attributes for the third party and the user-identifying data attributes in the user profile for the customer to search additional Internet-based social network websites for data for the customer based on the social network site profile attributes and the user-identifying data attributes running the scoring algorithm to produce a likelihood score that the third party and the customer from the user profile is the same person.
5. A computer system comprising:
a processor;
a memory coupled to the processor;
a display device;
wherein the memory stores a computer program that consolidates, threads and manages posts and messages from varied Internet based social networks to solve an issue of a customer, when executed by the processor causes the processor to input into memory:
a post created by the customer at an Internet social network site, the post having a customer's web name;
if there is an ongoing customer support conversation for the customer in the current system, attaching the post to the ongoing customer support conversation in a database;
an identification unification function that searches across other Internet social network sites to find other posts from the customer related to the ongoing customer support conversation;
a conversation consolidation function that:
attaches the other posts from the customer that are found on the other Internet social network sites related to the ongoing customer support conversation and unifies the posts in the ongoing customer support conversation into a single cohesive threaded conversation; and
adds the cohesive threaded conversation to an available queue for action by a customer support representative to allow the customer support representative to see a complete picture of customer issues and customer conversations related to the customer issues;
provides a response to the customer by the customer support representative for an issue identified in the ongoing support conversation;
captures survey answers from at least two sources;
i) at least one first answer that includes at least one hashtag from at least one social media interaction, and
ii) at least one second answer from follow-up social network responses as determined by utilizing a language clustering pattern function to infer language detected within a follow-up answer that falls within a satisfaction range found in the at least one first answer that includes the at least one hashtag to compensate for the at least one second answer being unassociated with either the hashtag or a uniform resource locator for the at least one social media interaction; and
aggregates the captured survey answers from multiple communication channels and normalizing the aggregated contents of the survey answers to rate resolution of the user issue.
6. The computer system of claim 5 wherein the identification unification function comprises a program that when executed by the processor causes the processor to:
input into memory a user profile for the customer;
extract user-identifying data attributes from the user profile;
search at least one Internet-based social network website for users with profiles containing data attributes similar to the user-identifying data attributes of the customer;
identify a social network site profile for a third party from the social network website based on a closeness of a match of social network site profile attributes for the third party to the search subject user-attributes;
use the social network site profile attributes for the third party and the user-identifying data attributes and run a scoring algorithm to produce a likelihood score that the third party and the customer from the user profile is the same person; and
if the likelihood score meets a certainty threshold criteria, use the social network site profile attributes for the third party and the user-identifying data attributes in the user profile for the search subject to search additional Internet-based social network websites for data for the search subject based on the social network site profile attributes and the user-identifying data attributes running the scoring algorithm to produce a likelihood score that the third party and the search subject from the user profile is the same person.