Patent ID: 8621011

Claim:
An enhanced customer service method comprising: performing a web search to search for, identify, retrieve and aggregate a plurality of messages that were posted on the internet in one or more of a blog, discussion forum, social networking site, news feed, web feed, blog feed, video feed, group feed and an RSS feed, the plurality of messages: being from at least two different sources, being identified and retrieved based on an identification of one or more predefined terms contained in the message, and being one or more message types; filtering only the retrieved plurality of messages which contain the one or more predefined terms, wherein filtering the retrieved plurality of messages which contain the one or more predefined terms further comprises: determining that at least one of the retrieved plurality of messages which contain the one or more predefined terms is a press release of a company; and in response to determining that the at least one of the retrieved plurality of messages which contains the one or more predefined terms is a press release of the company, filtering out the at least one of the retrieved plurality of messages that is the press release of the company; analyzing, using a processor and analysis module, the content of the plurality of retrieved messages; and based on the analysis, performing one or more of: automatically responding to one or more of the plurality of messages, forwarding one or more of the plurality of messages to a customer service agent, and logging an indication of any action taken in response to the receipt, filtering and analysis of one or more of the plurality of messages.