System and method for providing a social customer care system

Abstract

Social customer service and support systems integrated with social media and social networks are disclosed. More particularly, a social customer care platform system is disclosed to allow customer care functions, and in particular to allow customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. It manages and tracks a high-volume of customer interactions and provides for monitoring of Internet social network posts relevant to a business's products or services along with the ability to capture, monitor, filter, make sense of and respond to, in near real-time, tens of thousands of social interactions.

1 . A computer system comprising:
 a processor;   a memory coupled to the processor;   a display device;   wherein the memory stores a program, that provides an agent based customer care system for customer care requests from users arising on social media networks, when executed by the processor causes the processor to:
 input into memory a customer care request from a user posted on an Internet social media network; 
 utilize an enterprise workflow function that controls and coordinates the actions of the customer care system and its interaction with the user and an agent, wherein the enterprise workflow:
 controls input to and output from external systems and data stores; determines if the customer care request is being worked by one or more agents; 
 assigns a customer care request priority to the customer care request; 
 assigns the customer care request to an assigned agent by customer care request type and its priority based on agent expertise in the customer care request type, the customer care request priority and an assigned agent's workload; and 
 reassigns the customer care request to a second agent if the customer care request is not handled by the assigned agent within a determined amount of time based on the customer care request type and customer care request priority; 
 
 utilize a function that captures survey answers related to user satisfaction with handling of the customer care request from at least two sources:
 i) at least one first answer that includes at least one hashtag from at least one social media interaction, and 
 ii) at least one second answer from follow-up social network responses as determined by utilizing a language clustering pattern function to infer language detected within a follow-up answer that falls within a satisfaction range found in the at least one first answer that include the at least one hashtag to compensate for the at least one second answer being unassociated with either the hashtag or the uniform resource locator; 
 
 aggregate the captured survey answers from multiple communication channels and normalizing the aggregated contents of the survey answers to determine a user's satisfaction rating to the customer care request resolution; and 
 score the assigned agent's performance based on the satisfaction rating.