JP2011516938A - 分散型オンライン会話の測定および管理のためのシステムと方式 - Google Patents
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Abstract
Description
(%通行人x1)+(%常連x2)+(%中毒x30)=qeScore
Quantcast(商標)の関与の入力として使用されるのが、qeScoreである。各分析評価を標準化する規則は、事業規則として各分析発信元のために個々に決定され、保存される。一実施形態では、Compete(商標)とQuantcast(商標)点数、およびその他のあらゆる利用可能な分析は、顧客に対して、すべての発信元全体でそれぞれ個々に平均化され、最高点数は百分率ランキングとして、その発信元の最終点数として保持される。
広範感情点数 − 直接感情点数=広範感情の増幅器
一実施形態では、「広範感情増幅器」の結果の絶対値を取りだすことによって、結果は正の整数で記録される。可能な限り高い点数は、ある例では18であり、直接感情と広範感情が正反対であることを反映する。現実の世界のシナリオでは、これは、会話が特定の製品またはブランドに対して非常に支持的で、および製品カテゴリまたは業界に対して強く中傷的な方向に傾いていることを意味し、逆もまた同様である。マーケティング担当者の注意を必要とするのは、このようなシナリオである。
Claims (20)
- ネットワークを介してアクセス可能な分散型オンライン会話の測定及び管理を行うシステムであって、
メモリと、
通信自在にネットワークに接続され、通信自在に前記メモリに接続されたオンライン会話監視システムであって、
検索話題とクエリとを作成し、管理し、
エンティティにかかわる関連性のあるオンライン会話を特定するために、前記検索話題とクエリを利用する前記ネットワーク上のサイトを検索し、
前記エンティティにかかわる関連性のあるオンライン会話を取得し、
各取得された関連性のあるオンライン会話を、その会話が関連するエンティティに関連付けられた離散的なインシデントとしてメモリに格納し、
離散的な各インシデントを、一式の測定基準に従って採点し、
採点されたインシデントを、関連性のあるオンライン会話にかかわる前記エンティティに提示するように構成されたオンライン会話監視システムと
を備えていることを特徴とするシステム。 - 請求項1記載のシステムにおいて、前記オンライン会話監視システムが、前記エンティティにかかわる採点された各インシデントを優先順位付け且つ関連するエンティティに対し採点されたインシデントの優先順位付けされたリストを提示するように構成されていることを特徴とするシステム。
- 請求項1又は2記載のシステムにおいて、前記オンライン会話監視システムが、関連性のある各オンライン会話が発見される各発信元を特定し、そこで発見された前記オンライン会話およびオンライン会話が関連性のあるエンティティにリンクされたメモリに発信元の指標を保存するように構成されていることを特徴とするシステム。
- 請求項1〜3いずれかに記載のシステムにおいて、前記オンライン会話監視システムが、各離散的なインシデント点数と、および採点された各インシデントの優先順位付けにおいて各インシデントが発見される発信元のために生成された点数とを検討するように構成されていることを特徴とするシステム。
- 請求項1〜4いずれかに記載のシステムにおいて、クエリがキーワードを利用し、且つ、離散的なインシデントの採点に関連性測定基準が使用される、各取得された関連性のあるオンライン会話に関するクエリに対して判断してキーワード出現率の自動カウントを生成するために前記オンライン会話監視システムが自然言語プログラミングを使うように構成されていることを特徴とするシステム。
- 請求項1〜5いずれかに記載のシステムにおいて、前記オンライン会話監視システムに、エンティティによってアクセスされる遠隔デバイスを介してアクセス可能なユーザインターフェースを生成するように構成されたウェブサーバーが備えられ、並びに優先順位を付けられたインシデント・リストが、ユーザインターフェースを介してエンティティに提示されることを特徴とするシステム。
- 請求項1〜6いずれかに記載のシステムにおいて、前記オンライン会話監視システムは、前記離散的なインシデントの採点に利用される感受性測定基準を生成するために各取得された関連オンライン会話内に積極的及び否定的感情値を持つ語を特定するために自然言語プログラミングの話題モデリング技法を使用するように構成されていることを特徴とするシステム。
- 請求項1〜7いずれかに記載のシステムにおいて、インシデントに対する注意および/または応答に優先順位を付けるための単一の複合点数を作成するために、前記オンライン会話監視システムが、利用可能な測定基準および/またはインシデントと発信元点数に重みを付けるように構成されていることを特徴とするシステム。
- 請求項1〜8いずれかに記載のシステムにおいて、前記オンライン会話監視システムが、各離散的なインシデントが関連するエンティティの事業規則に基づいて点数を調整するように構成されていることを特徴とするシステム。
- 請求項1記載のシステムにおいて、前記オンライン会話監視システムが、情報管理プラットフォームと、エージェント・ポータルと、社会モジュールと、コールセンタ・プラットフォームおよび統合ツールとを構成することを特徴とするシステム。
- 請求項10記載のシステムにおいて、該システムはさらに、顧客ポータル、通信モジュール、および媒体モジュールを備えた、前記オンライン会話監視システムに通信自在に結合されたエンティティ・システムを含むことを特徴とするシステム。
- 請求項11記載のシステムにおいて、該システムはさらに、第三者システムの計算装置を作動させる検索/アグリゲータを備えた、前記オンライン会話監視システムに通信自在に結合された前記第三者システムを含むことを特徴とするシステム。
- 請求項11記載のシステムにおいて、前記オンライン会話監視システムが、その上で実行する検索/アグリゲータを備えるオンライン会話監視システムからなることを特徴とするシステム。
- 請求項1記載のシステムにおいて、前記オンライン会話監視システムが、複数の度合いの肯定的および否定的感情の両方における同時測定を可能にする、各離散的なインシデントに関する感情点数を生成するように構成されていることを特徴とするシステム。
- 請求項1記載のシステムにおいて、前記オンライン会話監視システムが、エンティティにかかわる前記離散的なインシデントを、優先順位付けされたリスト内のエンティティに提示するように構成され、前記優先順位付けされたリストは前記エンティティによって生成されたパーソナライズされた採点規則を考慮に入れて生成されることを特徴とするシステム。
- 請求項15記載のシステムにおいて、前記優先順位付けされたリストが、点数、発信元タイプ、 感情、投稿数、投稿日、割り当てられたチーム、推奨される応答または警告フラグによってインシデントを分類する機能を提供するインターフェースを介して提示されることを特徴とするシステム。
- 請求項16記載のシステムにおいて、前記インターフェースが、エンティティがインシデント詳細、履歴および点数を同じ画面でプレビューすることを許可することを特徴とするシステム。
- ネットワークを介してアクセス可能な分散型オンライン会話の測定及び管理方法であって、
エンティティにかかわるオンライン会話を特定するために、前記インターネットを介してアクセス可能なメディアサイトの検索に使用される検索話題とクエリを作成するステップと、
前記インターネットに接続された検索デバイスによってアクセス可能なメモリ内への、作成された検索話題を格納するステップと、
前記エンティティにかかわる関連性のあるオンライン会話を特定するための、前記格納済みの作成された検索話題とクエリとを利用した、前記インターネット上のメディアサイトを検索するステップと、
検索段階で発見されたエンティティにかかわる関連性のあるオンライン会話を取得するステップと、
各取得された関連性のあるオンライン会話を、インシデントが関連するエンティティに関連付けられた離散的なインシデントとしてメモリに格納するステップと、
一式の測定基準に従って各離散的なインシデントを採点するために、各取得された関連性のあるオンライン会話が格納されたメモリへアクセスするステップと、
採点されたインシデントを、前記メモリに通信自在に接続されたサーバーによって生成されるグラフィカル・ユーザ・インターフェースを介して、関連性のあるオンライン会話がかかわるエンティティに提示するステップと
を含むことを特徴とする方法。 - 請求項18記載の方法において、該方法は更に、複数の度合いの肯定的および否定的感情の両方における同時測定を可能にするように、各離散的なインシデント感情を採点するステップを含むことを特徴とする方法。
- 請求項19記載の方法において、該方法は更に、インシデントを、パーソナライズされた採点規則に従って優先順位付けされたリスト内のエンティティに提示するステップと、前記エンティティに、前記提示された優先順位付けされたリスト上のインシデントを、点数、発信元、タイプ、感情、投稿数、投稿日、割り当てられたチーム、推奨された応答、および警告フラグによって分類し、並びにインシデント詳細、履歴および点数を同じ画面でプレビューする機能を提供するするステップとを含むことを特徴とする方法。
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WO2009105277A1 (en) | 2009-08-27 |
US20100325107A1 (en) | 2010-12-23 |
US8983975B2 (en) | 2015-03-17 |
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