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Method and apparatus to calculate real-time customer satisfaction and loyalty metric using social media analytics

机译：使用社交媒体分析计算实时客户满意度和忠诚度指标的方法和装置

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摘要

A method and system are disclosed for providing a near-real-time measurement of sentiment and advocacy associated with user interactions within a social media environment. A first and second set of social media data, respectively associated with a first and second set of social media interactions, are processed to generate a first and second set of social network advocacy (SNA) data in near-real-time. The resulting first and second sets of SNA data are then processed to generate a first and second set of SNA Pulse (SNAP) metric data, which respectively indicate a near-real-time measurement of sentiment and advocacy for a given aspect of an organization. The first and second sets of SNAP metric data are then processed to generate a set of SNAP metrics differential data, which indicates a corresponding improvement or decline in sentiment or advocacy.

机译：公开了一种用于提供与社交媒体环境内的用户交互相关联的情感和拥护的近实时测量的方法和系统。分别与第一组和第二组社交媒体交互相关联的第一组和第二组社交媒体数据被处理以近乎实时地生成第一组和第二组社交网络宣传（SNA）数据。然后处理所得的第一和第二组SNA数据，以生成第一和第二组SNA Pulse（SNAP）度量数据，分别指示组织的给定方面的情感和主张的近实时测量。然后，对第一组和第二组SNAP度量数据进行处理，以生成一组SNAP度量差分数据，这表明在情感或主张方面有相应的改善或下降。

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公开/公告号US9542712B2

专利类型
公开/公告日2017-01-10

原文格式PDF
申请/专利权人 DELL PRODUCTS L.P.;
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申请/专利号US201414221377
发明设计人 SHREE A. DANDEKAR;GUHAN PALANIANDAVAN;MUNISH GUPTA;DONGXIA CHEN;BRIAN MELINAT;KEISHA DARUVALLA;
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申请日2014-03-21
分类号G06Q50/00;G06Q30/02;
国家 US
入库时间 2022-08-21 13:41:11

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