Patent ID: 9483802
Filing Date: 2016-11-01
CPC Classification: G06F,G06Q,H04L

Claim Text:
1. A computer system comprising: a processor; a memory coupled to the processor; a display device; wherein the memory stores a program that provides a customer care system for requests from users arising on social media networks, when executed by the processor causes the processor to input into memory: an enterprise workflow function that controls and coordinates the actions of the customer care system and its interaction with a user, wherein the enterprise workflow controls input to and output from external systems and data stores; a customer response portal webpage function that allows the enterprise workflow to send a response to the user via the user's chosen social media network communication conduit; an identity unification function that automatically locates, identifies and unifies user profiles across Internet-based social media networks websites; a conversation consolidation function that automatically locates, identifies, consolidates and manages a user's public comments across Internet-based social media networks; a peer-to-peer enterprise workflow function that controls and coordinates the actions of the customer care system and its interactions with user, wherein the peer-to-peer enterprise workflow function controls input to and output from external systems and data stores; in response to a user issue raised by the user, the peer-to-peer enterprise workflow function searches social media networks for a resolution to the user issue; a resolver matching function that automatically locates, identifies, consolidates and manages third party relevant social media network resolutions to the user issue across the social media networks and stores the relevant social media network resolutions; the peer-to-peer enterprise workflow function receives the stored relevant social media network resolutions and sends the resolutions to the user issue to the user via the social media network without requiring agent-based support; generate a response portal webpage identifier for the customer response portal webpage and a uniform resource locater associated with the response portal webpage identifier; and capture survey answers from at least two sources;