SYSTEM AND METHOD FOR SOCIAL BEHAVIOR MAPPING

1 . A method for managing social media communications of an organization supported by a contact center system, the method comprising:

receiving, by a processor, a communication by a user from a social media platform;

determining, by the processor, a relevance of the communication to the organization;

analyzing, by the processor, the communication to generate a suggested response to the communication;

routing, by the processor, the communication to an agent of the contact center system; and

displaying, by the processor, the suggested response on a display device of the agent.

2 . The method of claim 1 , wherein determining the relevance of the communication comprises:

determining, by the processor, a score of the communication based on one or more criteria;

determining, by the processor, that the score is above a threshold; and

in response to determining that the score is above the threshold, queuing, by the processor, the communication for analysis and routing to an agent.

3 . The method of claim 2 , wherein the one or more criteria comprise one or more of sentiment, number of impressions, followers-to-following ratio, profile engagement, originality, and attentiveness.

4 . The method of claim 2 , further comprising:

in response to determining that the score is not above the threshold, discarding, by the processor, the communication without further involvement by any agent.

5 . The method of claim 1 , wherein the suggested response is predicted within a threshold level of confidence.

6 . The method of claim 1 , wherein analyzing the communication to generate the suggested response to the communication comprises:

maintaining, by the processor, a model for each section of a plurality of sections of a suggested response, each of the models modeling a correlation of a plurality of expression feature vectors to a plurality of candidate textual blocks;

identifying, by the processor, a particular section of the suggested response;

retrieving, by the processor, the model for the identified particular section;

providing, by the processor, an expression feature vector associated with the communication to the retrieved model;

receiving, by the processor, identification of one or more candidate textual blocks correlated to the input features vector; and

generating, by the processor, the suggested response based on the identification of one or more candidate textual blocks.

7 . The method of claim 6 , wherein the plurality of sections of the suggested response comprise an opening section, a main body section, and a closing section.

8 . The method of claim 6 , wherein the expression feature vector associated with the communication comprises one or more of a gender of the user, a geolocation of the communication, a time of the communication, a text of the communication, an originality of the communication, a sentiment score of the communication, a response timeliness between an original expression and a response to the expression, a known past activity of the user, a number of impressions of the user, and biographical data of the user.

9 . The method of claim 1 , further comprising:

displaying, by the processor, contextual information associated with the communication on the display device of the agent,

wherein the contextual information comprises information about an author of the communication and a general state of social expressions in aggregate.

10 . A system for managing social media communications of an organization supported by a contact center system, the system comprising:

a processor; and

a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to perform:

receiving a communication by a user from a social media platform;

determining a relevance of the communication to the organization;

analyzing the communication to generate a suggested response to the communication;

routing the communication to an agent of the contact center system; and

displaying the suggested response on a display device of the agent.

11 . The system of claim 10 , wherein determining the relevance of the communication comprises:

determining a score of the communication based on one or more criteria;

determining that the score is above a threshold; and

in response to determining that the score is above the threshold, queuing the communication for analysis and routing to an agent.

12 . The system of claim 11 , wherein the one or more criteria comprise one or more of sentiment, number of impressions, followers-to-following ratio, profile engagement, originality, and attentiveness.

13 . The system of claim 11 , wherein the instructions further cause the processor to perform:

in response to determining that the score is not above the threshold, discarding the communication without further involvement by any agent.

14 . The system of claim 10 , wherein the suggested response is predicted within a threshold level of confidence.

15 . The system of claim 10 , wherein analyzing the communication to generate the suggested response to the communication comprises:

maintaining a model for each section of a plurality of sections of a suggested response, each of the models modeling a correlation of a plurality of expression feature vectors to a plurality of candidate textual blocks;

identifying a particular section of the suggested response;

retrieving the model for the identified particular section;

providing an expression feature vector associated with the communication to the retrieved model;

receiving identification of one or more candidate textual blocks correlated to the input features vector; and

generating the suggested response based on the identification of one or more candidate textual blocks.

16 . The system of claim 15 , wherein the plurality of sections of the suggested response comprise an opening section, a main body section, and a closing section.

17 . The system of claim 15 , wherein the expression feature vector associated with the communication comprises one or more of a gender of the user, a geolocation of the communication, a time of the communication, a text of the communication, an originality of the communication, a sentiment score of the communication, response timeliness between an original expression and a response to the expression, a known past activity of the user, a number of impressions of the user, and biographical data of the user.

18 . The system of claim 10 , wherein the instructions further cause the process to perform:

displaying contextual information associated with the communication on the display device of the agent,

wherein the contextual information comprises information about an author of the communication and a general state of social expressions in aggregate.

19 . A system for managing social media communications of an organization supported by a contact center system, the system comprising:

means for receiving a communication by a user from a social media platform;

means for determining a relevance of the communication to the organization;

means for analyzing the communication to generate a suggested response to the communication;

means for routing the communication to an agent of the contact center system; and

means for displaying the suggested response on a display device of the agent.