Patent ID: 9276893
Filing Date: 2016-03-01
CPC Classification: H04L

Claim Text:
1. A method for determining the current logical state of a social media communication thread, the method comprising: capturing multiple social media communication threads pertaining to an enterprise from one or more social media forums into an enterprise-specific database; computing an initial probability for applicability of each of multiple logical states for a first entry in a given social media communication thread between one or more customers of the enterprise and/or one or more agents of the enterprise extracted from the enterprise-specific database, wherein each of the multiple logical states is defined on a basis of an action to be taken by the enterprise at a given point in the communication thread, and wherein the initial probability is computed based on one or more features derived from (i) content of one or more entries in the communication thread, and (ii) identity of one or more authors of one or more entries in the communication thread, wherein said computing the initial probability is carried out by a machine learning module, executing on a hardware processor and communicatively linked to the enterprise-specific database, accessing the multiple social media communication threads in the enterprise-specific database; computing a transition probability between each consecutive entry in the communication thread subsequent to the first entry, wherein the transition probability indicates the probability of moving from one logical state to another logical state, wherein said computing the transition probability is carried out by the machine learning module executing on the hardware processor and communicatively linked to the enterprise-specific database; and determining the current logical state of the communication thread based on the computed initial probability for the first entry and the computed transition probability between each subsequent entry in the communication thread from the first entry to a current entry, wherein said determining is carried out by the machine learning module executing on the hardware processor and communicatively linked to the enterprise-specific database.