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:
May. 03, 2016
Filed:
Mar. 15, 2013
Xerox Corporation, Norwalk, CT (US);
Palo Alto Research Center Incorporated, Palo Alto, CA (US);
Julien Jean Lucien Bourdaillet, Rochester, NY (US);
Wei Peng, Fremont, CA (US);
Tong Sun, Penfield, NY (US);
Margaret Helen Szymanski, Santa Clara, CA (US);
XEROX CORPORATION, Norwalk, CT (US);
Abstract
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.