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Method for Improving Customer Engagement via Integration with Social Media Content

IP.com Disclosure Number: IPCOM000243611D
Publication Date: 2015-Oct-05
Document File: 2 page(s) / 118K

Publishing Venue

The IP.com Prior Art Database

Abstract

Disclosed is a method for customer engagement via social media platforms that monitors posts directed at a business and automates responses to the subset of those posts flagged as containing an inquiry into the business's product inventory.

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Method for Improving Customer Engagement via Integration with Social Media Content

Social networking sites are increasingly used as mediums through which consumers may engage with and pose pointed questions to businesses. In order to reciprocate the engagement and handle consumer requests via social platforms, businesses spend thousands of dollars each month operating social media command centers that monitor these posts and attempt to respond quickly and accurately to questions and concerns. For example, when a consumer asks for inventory information about a certain product, such as available colors or sizes, the command center takes multiple steps to respond. These steps include consulting a product inventory database to check for this information, which not only takes time on the part of the responder, but also may be out of the scope of information available to the command center.

Current methods for automating responses to customers' social media posts provide generic responses and can rarely accurately answer complex customer inquiries.

A method is needed that matches a customer's inquiry about a company's product to that specific product in inventory and then automates a response with the requested information about the product.

Methods for automating responses to social media posts exist already. The proposed method differs from previous implementations of automatic social responses in that it maps this inquiry back to a database of products in order to return the correct answer to the inquiry. The closest prior art instead matches the inquiry to words in search queries associated with online content

The novel contribution is a method for customer engagement via social media platforms that monitors...