公开(公告)号：US20150088593A1

公开(公告)日：2015-03-26

申请号：US14490068

申请日：2014-09-18

Applicant: Infosys Limited

Inventor： Balaji Raghunathan ,  Sivaram Thangam Varghese ,  Prasanna Nagesh Teli

IPC: G06Q10/06 ,  G06Q50/00 ,  H04L12/18

CPC classification number: G06Q10/0633 ,  G06Q50/01 ,  H04L51/32

Abstract: A computer implemented method for customer response management the method comprising the step of collecting information from social networking sites wherein the information is at least a post or comment for at least a brand or product; identifying customer among pluralities of authors of the information on the social networking sites; categorizing the information into at least a complaint, lead, service request, information request or feedback; analyzing the categorized information; prioritizing the analyzed information; and routing the prioritized information to at least a concerned personnel or a work flow of the Customer Relationship Management (CRM) system for response. The method further comprising identifying the influence of the customer wherein the influence is at least a global influence or local influence. The identification of customer is done by fetching information from at least the Customer Relationship Management (CRM) system or social profile aggregator service.

Abstract translation: 一种用于客户响应管理的计算机实现方法，所述方法包括从社交网站收集信息的步骤，其中所述信息至少为至少品牌或产品的帖子或评论; 在社交网站上识别多个作者信息中的客户; 将信息分类为至少投诉，牵头，服务请求，信息请求或反馈; 分析分类信息; 分析信息的优先级; 并将优先级信息路由到至少有关人员或客户关系管理（CRM）系统的工作流程以进行响应。 该方法还包括识别客户的影响，其中影响至少是全球影响或局部影响。 客户的识别是通过从至少客户关系管理（CRM）系统或社交资料汇总服务获取信息来实现的。

公开(公告)号：US09824321B2

公开(公告)日：2017-11-21

申请号：US14490068

申请日：2014-09-18

Applicant: Infosys Limited

Inventor： Balaji Raghunathan ,  Sivaram Thangam Varghese ,  Prasanna Nagesh Teli

IPC: G06Q10/00 ,  G06Q10/06 ,  G06Q50/00 ,  H04L12/58

CPC classification number: G06Q10/0633 ,  G06Q50/01 ,  H04L51/32

Abstract: A computer implemented method for customer response management the method comprising the step of collecting information from social networking sites wherein the information is at least a post or comment for at least a brand or product; identifying customer among pluralities of authors of the information on the social networking sites; categorizing the information into at least a complaint, lead, service request, information request or feedback; analyzing the categorized information; prioritizing the analyzed information; and routing the prioritized information to at least a concerned personnel or a work flow of the Customer Relationship Management (CRM) system for response. The method further comprising identifying the influence of the customer wherein the influence is at least a global influence or local influence. The identification of customer is done by fetching information from at least the Customer Relationship Management (CRM) system or social profile aggregator service.