Patent ID: 9438732
Filing Date: 2016-09-06
CPC Classification: A47L,G06F,G06Q,G10L,H04L,H04M

Claim Text:
1. A communication system comprising: a social media gateway in communication with a social media network, the social media gateway operable to receive a social media message, from a customer, on the social media network; a dialog system in communication with the social media gateway, the dialog system operable to determine an agent routing for the social media message, wherein the dialog system compromises: a text processing component that is operable to receive and analyze the social media message, wherein the text processing component compromises: a seed term identifier operable to: a negative/positive term identifier in communication with the seed term identifier, wherein the negative/positive term identifier is operable to analyze the first message for a sentiment term in the foreign language; a parser in communication with the negative/positive term identifier, wherein the parser is operable to store the sentiment term; and the negative/positive message identifier in communication with the parser, wherein the negative/positive message identifier is operable to: