Patent ID: 9141997
Filing Date: 2015-09-22
Classification: G06F,G06Q,H04L

Abstract:
1. A computer-implemented method for automatically assessing and tracking user satisfaction, comments and activity patterns across Internet based social networks, the method implemented by computer-executable instructions being executed by a computer processor comprising the steps of: inputting into memory a user query, the query including a request from the user and a user Internet account; selecting a communication channel and the user Internet account and sending a response to the user query; storing the response in a database accessible to the system and creating a conversation identifier that identifies the user query; generating a portal webpage identifier for a response portal webpage in response to the created conversation identifier, and generating a uniform resource locator associated with the response portal webpage identifier; communicating the uniform resource locator via the communication channel; displaying the response portal webpage when the user accesses the uniform resource locator; tracking delivery limits of the communication channel and sending information to the user regarding the response to the user query that is outside the delivery limits of the communication channel to the response portal webpage; allowing the user to provide survey answers to a survey wherein the survey contains questions about user satisfaction with the response; capturing survey answers from at least two sources: aggregating the captured survey answers from multiple communication channels and normalizing the aggregated contents of the survey answers to rate the agent performance.