The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Apr. 28, 2020
Filed:
Nov. 01, 2016
State Farm Mutual Automobile Insurance Company, Bloomington, IL (US);
Jerry Chen, Champaign, IL (US);
Gary Foreman, Champaign, IL (US);
Justin Loew, Champaign, IL (US);
Ayush Kumar, Edwards, IL (US);
Joseph Antonetti, Champaign, IL (US);
Other;
Abstract
A method and system for improving analysis of social media and other usage data to determine user sentiments are disclosed. Social media posts are identified as relevant to determining user sentiments regarding a service provider. Posts are analyzed by machine learning algorithms to determine user general sentiments and specific sentiments. User interaction metrics indicating user interaction with service provider web site or application may also be analyzed. Sentiment and interaction determinations may be used with other data to predict likelihood of user attrition for services of the service provider. Sentiment determinations associated with social media posts may further be used to determine priority levels for the posts, including response urgency levels. Determined priority levels may then be used to implement appropriate actions in a timely manner based upon the post urgency.