Social media feedback for routing user communications

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United States of America Patent

PATENT NO 9712481
SERIAL NO

14448365

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Abstract

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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.

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Patent Owner(s)

  • GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Frazier, Lindsay Arlington, US 2 50
Harasimiuk, Pawel Chantilly, US 4 83
Kumar, Praphul Falls Church, US 41 1140
Wellman, Aaron Annandale, US 14 308

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