Patent application number | Description | Published |
20130080212 | METHODS AND SYSTEMS FOR MEASURING ENGAGEMENT EFFECTIVENESS IN ELECTRONIC SOCIAL MEDIA - A system and method for measuring engagement effectiveness with respect to a service agent by analyzing a conversation between the agent and a customer in a social media environment. A conversation history between the agent and the customer can be mapped into a multi-resolution space based on different time frames via a mapping module. A polarized topical and sentimental distance between the continuous conversations can be calculated by applying a topic-sentiment mixture model and a divergence theorem onto the conversation history with respect to the time frame. Finally, the polarized topical distances can be aggregated in a time-sensitive way based on a time function and an effectiveness score can be calculated and represented as a weighted pyramid kernel of multiple levels. Such a time-sensitive pyramid kernel function based on the implicit topical and sentimental correspondences between daily conversations enables discriminative evaluation for the agent engagement in a customer care. | 03-28-2013 |
20130086072 | METHOD AND SYSTEM FOR EXTRACTING AND CLASSIFYING GEOLOCATION INFORMATION UTILIZING ELECTRONIC SOCIAL MEDIA - Methods, systems and processor-readable media for extracting and classifying location information utilizing social media messages and/or data thereof. The social media messages can be sampled from a social media database and the messages filtered based on a heuristic rule. A geolocation entity from the unstructured social media messages can be extracted utilizing a geolocation entity extracting module. The messages with the geoentities can be uploaded onto a crowd sourcing platform to manually annotate the messages with a label. A text classification model can be built and learned from the label utilizing a machine learning algorithm and the messages can be classified by a location classifier in order to extract the user location. The user location can then be transformed into a geocode so that a spatial search can be enabled and the distance between the locations can be easily calculated. | 04-04-2013 |
20130151531 | SYSTEMS AND METHODS FOR SCALABLE TOPIC DETECTION IN SOCIAL MEDIA - Embodiments generally relate to systems and methods for detecting topics in social media data. More particularly, the systems and methods can extract a concept hierarchy from a set of data, wherein the concept hierarchy comprises a plurality of layers. Further, the systems and methods can train topic models based on the content in each of the layers. Still further, the systems and methods can select the most appropriate topic model for social media data by balancing the complexity of the model and the accuracy of the topic detection result. Moreover, the systems and methods can use the most appropriate topic model to detect topics in social media data. | 06-13-2013 |
20140279618 | METHOD AND APPARATUS FOR RECOMMENDING TOPIC-COHESIVE AND INTERACTIVE IMPLICIT COMMUNITIES IN SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT - A method, non-transitory computer readable medium, and apparatus for recommending a topic-cohesive and interactive implicit community are disclosed. For example, the method receives a request for customer care, selects an implicit community identified from a plurality of individual users of a social media website based upon a relevance score related to a topic of the request for customer care and recommends the implicit community in response to the request for customer care. | 09-18-2014 |
20140280621 | Conversation analysis of asynchronous decentralized media - The present disclosure provides a system that allows for the real-time and online monitoring of the exchanges between customers and a CRM team over social media. While crawling all messages exchanged over the social media by customers and CRM team, the system aggregates related messages exchanged between a given customer and the CRM team into a conversation. The system includes a linguistic framework for the analysis of conversations (based on the two linguistic theories of dialog acts and conversation analysis) to label the nature of the messages in a conversation or thread. | 09-18-2014 |
20150052120 | METHOD AND APPARATUS FOR EXTRACTING PORTIONS OF TEXT FROM LONG SOCIAL MEDIA DOCUMENTS - A method, non-transitory computer readable medium, and apparatus for extracting text from a social media document are disclosed. For example, the method indexes a plurality of social media documents into a plurality of snippets, receives a query including one or more keywords and a purpose, identifies one or more of the plurality of snippets that include the one or more keywords in an index, ranks the one or more of the plurality of snippets in accordance with the purpose and provides the one or more plurality of snippets that are ranked in accordance with the purpose. | 02-19-2015 |
20150058344 | METHODS AND SYSTEMS FOR MONITORING AND ANALYZING SOCIAL MEDIA DATA - A system and method for analyzing social media data by obtaining social media data from a social media platform, where the social media data includes documents from multiple users of the social media platform; classifying the documents using a sentiment classifier; tokenizing the documents into terms; associating a sentiment with each term; detecting a first event based on a number of occurrences of a first term in the documents; and providing information associated with the event to a user, where the information includes the first term and a sentiment associated with the first term. | 02-26-2015 |
20150309962 | METHOD AND APPARATUS FOR MODELING A POPULATION TO PREDICT INDIVIDUAL BEHAVIOR USING LOCATION DATA FROM SOCIAL NETWORK MESSAGES - A method, non-transitory computer readable medium, and apparatus for predicting a location behavior of at least one individual are disclosed. For example, the method receives a plurality of social networking messages having spatial location data and user identification information, filters the plurality of social networking messages to remove one or more of the plurality of social networking messages that are not related to mobility of a user to create a filtered plurality of social networking messages, creates a population model by applying a kernel density estimation to the filtered plurality of social networking messages, creates an individual model for each different user identification by applying the kernel density estimation to a subset of the filtered plurality of social networking messages for the each different user identification and generates a probability density function map that predicts the location behavior of the at least one individual. | 10-29-2015 |