ANALYZING AND APPLYING DATA RELATED TO CUSTOMER INTERACTIONS WITH SOCIAL MEDIA

摘要

Embodiments of the invention provide techniques that quantize community interactions with social media to understand and influence consumer experiences. Embodiments include a customer predictive experience platform. The platform can include an outcome engine configured for information mining and applying rules and analytics to the information, and an ops module configured for providing agent performance management, average handling time analytics, workflow management, and voice of the customer facilities. The platform can also include a chat module, a social media dialog engine, and a solution client configured for effecting predictive self-service, active auto sentiment management and rapid response to counteract negative sentiment, a customer experience ticker, a pre- and post-launch pulse, enhanced brand ambassadors, integration into corporate messaging and marketing, a social media dashboard, and a live portal configured for social media engagement and feedback.