Invention Grant
US09552397B2 Mechanism for computing and using contextualized social media scores
有权
计算和使用情境化社交媒体成绩的机制
- Patent Title: Mechanism for computing and using contextualized social media scores
- Patent Title (中): 计算和使用情境化社交媒体成绩的机制
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Application No.: US14305636Application Date: 2014-06-16
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Publication No.: US09552397B2Publication Date: 2017-01-24
- Inventor: Reinhard P. Klemm , David Skiba
- Applicant: Avaya Inc.
- Applicant Address: US CA Santa Clara
- Assignee: Avaya Inc.
- Current Assignee: Avaya Inc.
- Current Assignee Address: US CA Santa Clara
- Agency: Sheridan Ross P.C.
- Main IPC: G06F17/30
- IPC: G06F17/30 ; H04L12/58

Abstract:
A social media network is monitored for postings of a control group. The control group is a group of one or more individuals that posts on a particular topic. The postings of the control group may cover all the postings of each member of the control group for a period of time. A first relative social media score is calculated for the postings of the control group on the social media network. A social media score is calculated for a social media posting of a user or entity on the social media network. The relative social media score for the control group is compared to the social media score for the user or entity to see if there is a significant difference. If there is a significant difference, an agent in a contact center to is identified respond to the social media posting of the user or entity.
Public/Granted literature
- US20150261756A1 MECHANISM FOR COMPUTING AND USING CONTEXTUALIZED SOCIAL MEDIA SCORES Public/Granted day:2015-09-17
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