Invention Grant
- Patent Title: Social media feedback for routing user communications
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Application No.: US15652182Application Date: 2017-07-17
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Publication No.: US10027618B2Publication Date: 2018-07-17
- Inventor: Pawel Harasimiuk , Aaron Wellman , Lindsay Frazier , Praphul Kumar
- Applicant: Genesys Telecommunications Laboratories, Inc.
- Applicant Address: US CA Daly City
- Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee Address: US CA Daly City
- Agency: Lewis Roca Rothgerber Christie LLP
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04L12/58 ; H04M3/51

Abstract:
A call handling platform receives a call placed by a caller to a calling number. The platform examines parameters of the call, determines identifying information of the caller and matches the identifying information with a social network username corresponding to a social media network. The platform obtains the caller's social network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center.
Public/Granted literature
- US20170317965A1 SOCIAL MEDIA FEEDBACK FOR ROUTING USER COMMUNICATIONS Public/Granted day:2017-11-02
Information query