Khoros, LLC

International Business Machines Corporation

Lithium Technologies, Inc.

Lombardi Software, Inc.

Morten Moeller

Phu Nguyen

James David Evans

Dewey Gaedcke

Damion A Heredia

Michael Nonemacher

Phil G Gilbert

Graham Carlos Sanderson

Nemanja Spasojevic

Petko Chobantonov

Allison Savage

Matthew Alan Howitt

Gouning Hu

Adam B Cotner

Alexander J Moffat

Guoning Hu

Scott Bonneau

Alex Moffat

Daniela Chobantonova

Chris Miles

A computer-implemented system including a data store: a content items database, a user account database, and one or more servers configured to execute a computer program to perform one or more of the following: receiving content items from content database that are associated with a topic selected by a user for posting on a social network, wherein at least one content item is associated with an URL; estimating a post to a reaction filter for a time interval for the social network for the user, calculating a reaction profile associated with reactions to posts on the social network by aggregating reaction time of a plurality of users on the social network for one or more content items posted on the social network; determining a schedule for posting the content items on the social network as a function of the post to reaction filter and reaction profile.

System and method of providing a platform for managing data content campaign on social networks

A computer-implemented system is disclosed for providing a platform for managing a campaign for publishing data content on social networks to increase audience member reaction to the data content. The system comprises: a data store: a content items database, wherein data associated with content items on one or more topics that is intended to be posted on social networks are stored; a schedule database, wherein data associated with schedules for posting the content items are stored; user account database, wherein data associated with registered users are stored; one or more servers coupled to the data store, wherein the one or more servers are programmed to execute computer program steps, the computer program steps comprising: receiving content items from content database that are associated with a topic selected by a user for posting on a social network, wherein the one or more content items are associated with one or more URLs; estimating a post to a reaction filter for a time interval for the social network for the user, the post to a reaction filter representative of the probability distribution that a reaction to a posted content will occur within the time interval; calculating a reaction profile associated with reactions to posts on the social network by aggregating reaction time of a plurality of users on the social network for one or more content items posted on the social network; determining a schedule for posting the content items on the social network as a function of the post to reaction filter and reaction profile; and posting the content items on the social network in accordance with the schedule.

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.

System and method for providing a social customer care system

Social customer service and support systems integrated with social media and social networks are disclosed. A social customer care platform allows 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. It includes role specific user-interface and functionality for social customer service and support environments, automated prioritization and matching for increased agent productivity, and an automated enterprise workflow to align social media support with existing business processes.

A social customer care platform system is disclosed. The system is integrated with social media and social networks. The system allows 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. High volume customer interactions are managed and tracked and Internet social network posts relevant to a business's products or services are monitored along with the ability to capture, monitor, filter, make sense of and respond to, in near real-time, tens of thousands of social interactions. The system includes role specific user-interface and functionality for social customer service and support environments, automated prioritization and matching for increased agent productivity, and an automated enterprise workflow to align social media support with existing business processes.

The present invention relates to social customer service and support systems integrated with social media and social networks. More particularly, the invention provides a social customer care platform system 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. It comprises role specific user-interface and functionality for social customer service and support environments, automated prioritization and matching for increased agent productivity, and an automated enterprise workflow to align social media support with existing business processes.

System and method for displaying information regarding a business process. A diagram of the business process may be displayed on a display. The diagram may include a plurality of icons connected by lines, where each of the icons represents a respective step in the business process and the lines indicate flow paths between the steps. Historical data regarding the business process may be received. The historical data may be analyzed to determine information regarding steps and/or flow paths in the business process. Graphical indications associated with one or more icons and/or lines in the diagram may be displayed. The graphical indications may visually indicate characteristics of corresponding steps and/or flow paths in the business process. For example, the graphical indications may indicate lengths of time, costs, or other characteristics associated with various ones of the steps. The graphical indications may indicate path traversals of ones of the flow paths.

Business process diagram visualization using heat maps

Modification of a diagram for business process optimization

Business process diagram visualization using timeline-based heat maps

Provided is a system and method for calculating a time duration for a process or portion of a process. A timing interval based upon a single business process view can function regardless of multiple execution process paths. The claimed subject matter separates the business process definition from the execution process definition such that tracking points, which do not depend upon any particular execution process definition, may be inserted into the business process. Also provided is a timing interval calculation based upon two or more tracking points corresponding to a start point of the timing interval and/or two or more tracking points corresponding to an ending point of the timing interval. A user can arbitrarily select timing point within a process and employ those timing points to collect data and populate reports in a manner that is zero-code, i.e. does not require the user to write computer code.

Growing community of inventors

Austin, TX, United States of America

Morten Moeller