Organizing and classifying social media conversations to improve customer service

    公开(公告)号:US10467630B2

    公开(公告)日:2019-11-05

    申请号:US14590794

    申请日:2015-01-06

    Applicant: Adobe Inc.

    Abstract: The present disclosure is directed toward a message classification system that allows for improved customer service through intelligent classification of social media messages. For example, the message classification system may detect one or more messages that share a common context from within a group of messages, organize the detected messages into a messaging thread, and analyze messages within the messaging thread to identify a messaging thread classification. Further, the message classification system may analyze users participating in messaging threads to determine user classifications. Using the classified messaging thread and/or user classifications, the message classification system may assist an entity in improving social media customer service.

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