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1.发明申请公开(公告)号：US20210398005A1
公开(公告)日：2021-12-23
申请号：US17466308
申请日：2021-09-03
Inventor： Jerry Chen , Gary Foreman , Justin Loew , Ayush Kumar , Joseph Antonetti
Abstract: A method and system for improving analysis of social media and other usage data to determine user sentiments are disclosed. Social media posts are identified as relevant to determining user sentiments regarding a service provider. Posts are analyzed by machine learning algorithms to determine user general sentiments and specific sentiments. User interaction metrics indicating user interaction with service provider web site or application may also be analyzed. Sentiment and interaction determinations may be used with other data to predict likelihood of user attrition for services of the service provider. Sentiment determinations associated with social media posts may further be used to determine priority levels for the posts, including response urgency levels. Determined priority levels may then be used to implement appropriate actions in a timely manner based upon the post urgency.
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2.发明授权公开(公告)号：US11120355B1
公开(公告)日：2021-09-14
申请号：US16836095
申请日：2020-03-31
Inventor： Jerry Chen , Gary Foreman , Justin Loew , Ayush Kumar , Joseph Antonetti
Abstract: A method and system for improving analysis of social media and other usage data to determine user sentiments are disclosed. Social media posts are identified as relevant to determining user sentiments regarding a service provider. Posts are analyzed by machine learning algorithms to determine user general sentiments and specific sentiments. User interaction metrics indicating user interaction with service provider web site or application may also be analyzed. Sentiment and interaction determinations may be used with other data to predict likelihood of user attrition for services of the service provider. Sentiment determinations associated with social media posts may further be used to determine priority levels for the posts, including response urgency levels. Determined priority levels may then be used to implement appropriate actions in a timely manner based upon the post urgency.
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3.发明授权公开(公告)号：US11625634B2
公开(公告)日：2023-04-11
申请号：US17466308
申请日：2021-09-03
Inventor： Jerry Chen , Gary Foreman , Justin Loew , Ayush Kumar , Joseph Antonetti
Abstract: A method and system for improving analysis of social media and other usage data to determine user sentiments are disclosed. Social media posts are identified as relevant to determining user sentiments regarding a service provider. Posts are analyzed by machine learning algorithms to determine user general sentiments and specific sentiments. User interaction metrics indicating user interaction with service provider web site or application may also be analyzed. Sentiment and interaction determinations may be used with other data to predict likelihood of user attrition for services of the service provider. Sentiment determinations associated with social media posts may further be used to determine priority levels for the posts, including response urgency levels. Determined priority levels may then be used to implement appropriate actions in a timely manner based upon the post urgency.
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