Monitoring social media for specific issues
View Patent ↗Systems and methods of the present invention provide for one or more server computers communicatively coupled to a network and configured to: monitor one or more social media accounts; identify a specific issue common to the social media account(s) (and possibly one or more recommended remedies for the common specific issue); and generate and transmit, to a user of the social media account(s), a report identifying the instance of the common specific issue and, where applicable, the one or more recommended remedies.
1. A method, comprising the steps of:
receiving, by a server computer coupled to a network and comprising a processor executing instructions stored in a memory, from a user interface displayed on a client computer coupled to the network:
an industry associated with a product or business;
a social media account data for accessing a social media account associated with the product or business;
selecting, by the server computer, from a database coupled to the network, a negative sentiment data record associated in the database with the industry and including a token or keyword phrase expressing negative sentiment, wherein the token or keyword phrase expressing the negative sentiment is:
determined by crawling a content of the social media account; and
stored within a dictionary of data concepts comprising a conceptual ontology defining a plurality of concepts and the relationships between the plurality of concepts comprising a positive sentiment, a negative sentiment, at least one specific issue, and at least one solution to the at least one specific issue;
accessing, by the server computer, the social media account using the social media account data;
responsive to a determination that a thread in the social media account includes at least one recurrence of the token or keyword phrase expressing negative sentiment:
selecting, by the server computer, from the database, a recommended solution data record associated in the database with the negative sentiment data record, and including:
a solution to the token or keyword phrase expressing negative sentiment; and
a data field identifying the solution as a high ranked solution within the industry; and
generating, by the server computer, for display on the client computer, a report including:
the at least one recurrence of the token or keyword phrase expressing negative sentiment; and
for each of the at least one recurrence, the high ranked solution within the industry.
2. The method of claim 1 , wherein the social media account is accessed using an application programming interface.
3. The method of claim 1 , wherein the plurality of concepts are aggregated from at least one input received from a user interface, a feedback generated by crowd sourcing applied to the at least one input; or machine learning applied to the at least one input or the feedback.
4. The method of claim 1 , wherein the plurality of concepts are aggregated by a data aggregation service or generated by a web crawl applying machine learning or fuzzy logic.
5. A system comprising a server computer coupled to a network and comprising at least one processor executing instructions in a memory, the instructions causing the server computer to:
receive, from a user interface displayed on a client computer coupled to the network:
an industry associated with a product or business; and
a social media account data for accessing a social media account;
select, from a database coupled to the network, a negative sentiment data record associated in the database with the industry and including a token or keyword phrase expressing negative sentiment, wherein the token or keyword phrase expressing the negative sentiment is:
determined by crawling a content of the social media account; and
stored within a dictionary of data concepts comprising a conceptual ontology defining a plurality of concepts and the relationships between the plurality of concepts comprising a positive sentiment, a negative sentiment, at least one specific issue, and at least one solution to the at least one specific issue;
access the social media account using the social media account data;
responsive to a determination that a thread in the social media account includes at least one recurrence of the token or keyword phrase expressing negative sentiment:
select, from the database, a recommended solution data record associated in the database with the negative sentiment data record, and including:
a solution to the token or keyword phrase expressing negative sentiment; and
a data field identifying the solution as a high ranked solution within the industry; and
generate, for display on the client computer, a report including:
the at least one recurrence of the token or keyword phrase expressing negative sentiment; and
for each of the at least one recurrence, the high ranked solution within the industry.
6. The system of claim 5 , wherein the social media account is accessed using an application programming interface.
7. The system of claim 5 , wherein the plurality of concepts are aggregated from at least one input received from a user interface, a feedback generated by crowd sourcing applied to the at least one input; or machine learning applied to the at least one input or the feedback.
8. The system of claim 5 , wherein the plurality of concepts are aggregated by a data aggregation service or generated by a web crawl applying machine learning or fuzzy logic.