WO2017072784A1 - Method and system for providing enterprise customer services via social media messaging using non-text triggers - Google Patents

Method and system for providing enterprise customer services via social media messaging using non-text triggers Download PDF

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Publication number
WO2017072784A1
WO2017072784A1 PCT/IN2016/000253 IN2016000253W WO2017072784A1 WO 2017072784 A1 WO2017072784 A1 WO 2017072784A1 IN 2016000253 W IN2016000253 W IN 2016000253W WO 2017072784 A1 WO2017072784 A1 WO 2017072784A1
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social media
service request
sender
media message
service
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PCT/IN2016/000253
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French (fr)
Inventor
Sommath BISWAS
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PANDA, Manamohan
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Priority to IN4040MU2015 priority Critical
Priority to IN4040/MUM/2015 priority
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Publication of WO2017072784A1 publication Critical patent/WO2017072784A1/en

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    • GPHYSICS
    • G06COMPUTING; CALCULATING; COUNTING
    • G06FELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00Information retrieval; Database structures therefor; File system structures therefor
    • GPHYSICS
    • G06COMPUTING; CALCULATING; COUNTING
    • G06QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00Commerce, e.g. shopping or e-commerce
    • G06Q30/01Customer relationship, e.g. warranty

Abstract

The present invention provides a system 100 and a method for providing enterprise customer services via social media messaging using non-text triggers. The system 100 and the method allow users to initiate non-text service requests for availing enterprise services electronically. The system 100 includes network devices 101, 103 configured with social media client modules 102, 104 capable of initiating a service request instruction 701 within the social media message; and a social media message based enterprise customer services and customer care system 106, each communicating over a network 105. The social media message based enterprise customer services and customer care system 106 detects the service attribute details 702 in the message, analyzes, scrutinizes and communicates them to enterprise customer services computer system 112 for execution of service request therebetween enterprise customer accounts 113, 114 associated with the corresponding sender and recipient social media accounts 116, 117.

Description

METHOD AND SYSTEM FOR PROVIDING ENTERPRISE CUSTOMER SERVICES VIA SOCIAL MEDIA MESSAGING USING NON-TEXT TRIGGERS

FIELD OF INVENTION The present disclosure relates to systems and methods for providing customer services through electronic channel, enterprise services and customer care to enterprise consumers. More particularly, the present disclosure provides systems and methods for initiating, through the inclusion of non-text objects, and providing, customer care services and other enterprise services to customers by using social media based messaging using non-text based triggers.

BACKGROUND OF THE INVENTION

People are increasingly using electronic methods to avail customer care and various other enterprise services, including but not limited to ordering, service assurance, fault registration, tracking appointments and the like as opposed to other conventional non-electronic modes like in store services or using the enterprise customer care call centers. For example, people may either through the enterprise's web portal or through the enterprise's mobile application, find out their current balance, or get to know when their next bill would be due and the amount associated etc. The user may access their account details or avail the enterprise 's services electronically. But usually these services are time consuming, not user friendly and require to either have knowledge of the enterprise's web portal or the other applications, including but not limited to the mobile application. Social media platform based messaging are ubiquitous communication tools and are commonly used to interact amongst individuals, with the use of emoticons and even voice & other visuals objects like images & videos being quite common. Some of the social media messaging platforms are also being increasingly used for interaction with enterprises, though in the latter case most of the interactions are either queries or complaints resolved manually by the enterprise's customer care agents and the existing social media platforms systems do not allow a user to initiate a request for enterprise and customer care services to be responded to by a computer based system, thus making the process faster, more user friendly and in most cases more accurate. Accordingly, there exists a need to provide a method and a system to avail enterprise services and customer care services by the customers, which overcomes abovementioned drawbacks.

OBJECTS OF THE INVENTION The primary object of present invention is to use social media platform for availing customer care and various other enterprise services electronically.

Another object of present invention is to use non-text object based triggers for initiating a service request electronically to avail enterprise services using social media platform based messaging.

SUMMARY OF THE INVENTION

The present invention, in one aspect, provides a system for providing enterprise customer services via social media messaging using non-text triggers. Particularly, the system allows sender (or customers) to initiate non-text based service requests for availing non-payment services, enterprise customer services and customer care services electronically. The system includes at least two network devices, and a social media message based enterprise customer services and customer care system configured to communicate with one another via one or more networks. Each network device includes a communication module capable of transmitting and receiving data, and a social media client module for interacting with any one of web servers and computing devices connected to the network. The social media client module is capable of initiating a service request or service information request instructions within the social media message. The social media message based enterprise customer services and customer care system is configured with a communication module for transmitting and receiving data and includes an enterprise service module, a transaction manager module, a sender accounts module, a receiver accounts module, a social media computer system and an enterprise customer services computer system. The enterprise service module manages the enterprise service object, which is updated with the service request status throughout the service request execution process. The transaction manager module monitors the social media messages for service request, and parses the same for arriving at the instruction details and the service attribute details. The social media computer system delivers social media messages therebetween sender social media accounts and recipient social media accounts. The enterprise customer services computer system hosts sender enterprise customer accounts and recipient enterprise system and manages the services subscribed by the sender (or customers) from the recipient (or enterprise).

In another aspect, the present invention provides a method for providing enterprise customer services via social media messaging using non-text triggers. Particularly, the method allows the sender (or customer) to initiate non-text service request for availing enterprise customer services and customer care services electronically. The method includes send ing a new social media message with service request consisting of a service request instruction and service attribute details by a sender through a social media client module to a recipient social media account. The service request instruction is particularly, a non-text object based instruction, including but not limited to images, stickers, audio instructions and like, that are sent along with the service attribute details, by the sender to the recipient via the social media platform. The method further includes receiving the social media message at the social media account of a receiver which is monitored by a social media message based enterprise customer services and customer care system, detecting the service request instruction within the social media message by the social media message based enterprise customer services and customer care system and transaction manager module, parsing the service request instruction and the service attribute details of the social media message by the transaction manager module to check if the service request instruction meets a pre-determined threshold criteria, passing the service attribute details by the transaction manager module of the social media message based enterprise customer services and customer care system to the enterprise customer services computer system for initiating execution of the requested service if the threshold criteria is met, and checking by the enterprise customer services computer system if the sender enterprise customer accounts have a service subscription for the service which is indicated by the sender in the service request instruction to allow for execution of said service indicated in the service request instruction. Thereinafter, the enterprise customer services computer system also checks if the sender is permitted to make the service request or to receive the service information as indicated by the sender in the service request instruction. If the pre-determined threshold criteria is not met, the social media message based enterprise customer services and customer care system informs the sender of the status of the service request, by including it in a social media message and sending it on behalf of receiver social media account to the sender social media account requesting the sender to resend the social media message with the revised and modified service request instruction. Furthermore, if the sender enterprise customer accounts do not have the requisite service subscriptions, or if the sender is forbidden from receiving the information requested, then the social media message based enterprise customer services and customer care system sends a social media message back to the sender requesting the sender to modify and reinitiate the service request.

If the sender is allowed from making requisite service requests and if the sender enterprise customer accounts have the requisite service subscription, then the method further includes checking by the social media message based enterprise customer services and customer care system if a security challenge is required for the sender to authenticate execution of the service request and prompting the sender at the social media account by the social media message based enterprise customer services and customer care system via the sender social media client to respond to the security challenge if a security challenge is required. Thereinafter, the method includes, updating the enterprise service object in the enterprise service module with the current status while the enterprise customer services computer system continues to process the service request. In an event, that the security challenge is not successfully responded to by the sender, then the social media message based enterprise customer services and customer care system sends a social media message back to the sender social media account informing the sender that the security challenge was not successfully met, and so the service request would need to be terminated and optionally also requesting the sender to resend the social media message and reinitiate the service request. After successful execution of the service request, the social media message based enterprise customer services and customer care system sends a social media message to the sender social media account via the social media computer system inform ing the sender that the service request was successfully completed and sharing associated details, and thereinafter updates the sender and the recipient accounts along with the sender enterprise customer accounts and the recipient enterprise system thereof.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram depicting a system for providing enterprise customer services by allowing initiation and execution of the service requests electronically via social media based messaging using non-text triggers, in accordance with certain example embodiments;

FIG. 2 is a block flow diagram depicting a method to manage social media messages with enterprise service object, enterprise customer service computer system and also updating the status by the social media message based enterprise customer service and customer care system, in accordance with certain example embodiments; FIG. 3 is a block flow diagram depicting the processing of the service request instruction by the social media message based enterprise customer services and customer care system, in accordance with certain example embodiments;

FIG. 4 is a block flow diagram depicting a method for service request or information request process initiation and obtaining the service request status, in accordance with certain example embodiments;

FIG. 5 is a block flow diagram depicting a method by which the social media message based enterprise customer services and customer care system recognizes the initiation of service request and updates the enterprise service object accordingly, in accordance with certain example embodiments;

FIG. 6 is a block flow diagram depicting a method for processing an enterprise service object using an enterprise customer services computer system, in accordance with certain example embodiments; and

FIG. 7 is an illustration of one representation of social media message 1 18

DETAILED DESCRIPTION OF THE INVENTION Embodiments herein provide computer-implemented techniques for sending and receiving request for an enterprise customer services and/or a customer care service and receiving the response with the requested information and/or service status update from the enterprise in question, directly or indirectly, by social media messaging. The embodiments described herein describe the method which allows a sender to generate and insert a service request or service query directly in the body of a social media message while composing the message. The service request would comprise of non-text objects including but not limited thereto, images and audio, associated with the service in question and the details of the request or query, as the case maybe. The sender's social media messaging account is directly or indirectly linked to a corresponding enterprise customer account. Likewise, the recipient's social media messaging account would be mapped so as to respond back to service queries. An enterprise customer account may be linked to a social media messaging account by use of the social media account identifier of the social media account as an account identifier for the enterprise account. This can be done directly or indirectly by mapping the social media account identifier to an account identifier on the social media message based enterprise customer services & customer care system, which then is mapped to the enterprise account of the sender. The enterprise customer account is hosted on the enterprise customer services computer system, usually but not necessarily the systems stack of the Enterprise towards providing and/or supporting the services to their customers. The social media message based enterprise customer services & customer care system then on receiving the service request or query service instruction, in the form of non-text objects, including but not limited to images, audio and like, in the recipient's social media account, updates the enterprise service object and gets the service request or query executed through the enterprise customer services computer system and conveys the update of the service request or query back to the sender, in the form of a social media message sent to the sender's social media account on behalf of the recipient through the recipient's social media account. Users may access the social media message in the relevant social media client module on any remote user device supporting the social media cl ient, including, but not limited to, personal computers, mobile phones, and tablet computers. One or more application program interfaces (APIs) facilitate communication between the social media message based enterprise customer services and customer care system, the social media servers, and the enterprise customer services computer system to complete the delivery of the social media message and execution of the service request or query initiated by the Sender.

To in itiate a service request or query, a sender composes a social media message for the recipient, for example, an enterprise, and indicates intent to request a requisite service or to receive requisite service information from the recipient. The intent can be indicated by inclusion of the service request initiation instruction encrypted within the social media message. The service request initiation instruction would comprise of a non-text service request trigger object associated with the service being requested. The social media message based enterprise customer services and customer care system may analyze the message for such non-text object based triggers including, but not limited to, images, an audio command and like, in the body of the social media message. Particularly, the intent for the service request or query instruction can be indicated by the inclusion of the appropriate service request trigger objects within the social media message which are analyzed by the social media message based enterprise customer services and customer care system.

For example, the social media message based enterprise customer services and customer care system may analyze the message for such service request trigger

objects including but not limited thereto

Figure imgf000009_0001
, as an image or sticker to request, for example, information on last bi l l issues; or an audio command to check, for example, status of the services being rendered by the enterprise (or recipient of the message), for the enterprise customer service account with the enterprise etc. depending on the service request or information query, in the body of the social media message. The additional information besides the trigger, around the specifics of the service request or information query, could be in the form of text or also non-text based, including but not limited to, images, audio and like. The social media message based enterprise customer services & customer care system, may maintain a library of such service request trigger objects, mapping them to specific service or information requests. Preferably, the additional information besides the trigger could be in form of a non-text object in the form of a sticker associated with a specific information encrypted and embedded therein, and may be used in initiating the service request for the service specified thereon. The social media message based enterprise customer services and customer care system may analyze the message for such non-text object based service request signals or triggers, in the body of the social media message.

Upon detection of one or more service request or service information request signals or another user indication of intent to make a service request or request information, the social media message based enterprise customer services and customer care system obtains the service request or information request details from the message. The social media message based enterprise customer services and customer care system may first verify that the sender has the necessary service subscription and is allowed to make the service request or information request in question before proceeding with getting the service request or information request executed based on the business rules. In certain example embodiments, if the sender does not have the requisite subscriptions or is not allowed to make the specific service request or request for information, the social media message based enterprise customer services & customer care system will present a notification via social media message to the sender, prompting the sender to modify the service subscriptions with the enterprise. In addition, the social media message based enterprise customer services and customer care system may conduct a risk assessment and, if a potential security issue is identified, present a security authorization challenge to the sender before finalizing the enterprise serv ice object status.

Once the sender's enterprise account and service subscription details have been confirmed by the sender, an enterprise service object is generated by the social media message based enterprise customer serv ices and customer care system and updated with the status. Once the recipient (or enterprise) social media account receives the message with the service request or information request instruction, the social media message based enterprise customer services and customer care system verifies that the sender is not forbidden from receiving the service requested or information requested. For example, the sender may not have subscribed to the specific service from the enterprise or the information requested cannot be shared based on subscription level or regulatory reasons etc. If the sender is not restricted from receiving the service requested or information requested, the social media message based enterprise customer services and customer care system communicates service details parsed from the service request or information request instruction, and used to update the enterprise service object and passed to the enterprise customer services computer system. On completion of the service request or information request, the notification with the information is sent by social media message based enterprise customer services and customer care system to the sender social media account. In the case of the recipient being an enterprise the transaction status is recorded in the relevant enterprise system.

Aspects of embodiments will be explained in more detail in the following description, read in conjunction with the figures illustrating the program flow.

Example System Architectures

Turning now to the drawings, in which like numerals represent like (but not necessarily identical) elements throughout the figures, example embodiments are described in detail.

FIG. 1 is a block diagram depicting a system 100 for providing enterprise customer services via social media based messaging using non-text triggers. The system 100 is capable of initiating and executing a service request electronically via social media based messaging using non-text triggers. The service request can include a request for executing a particular service or a request for receiving specific information associated with a particular service including, but not limited thereto, various non-payment services, customer care services, enterprise services and like, which are availed by senders of the service request, for example, customer or the consumer.

As depicted in FIG. 1 , the system 100 includes network devices 101 and 103, and Social media message based enterprise customer services and customer care system 106 that are configured to communicate with one another via one or more networks 105.

Each network 105 includes a wired or wireless telecommunication means, including but not limited to all forms of cellular or mobile communication technologies like Bluetooth, NFC and the like by which network devices (including devices 101 , 103, and 106) can exchange data, which in turn refers to text, images, audio, video, or any other form of information that can exist in a computer based environment.

Each network device 101, 103, and 106 includes a device having a communication module capable of transmitting and receiving data over the network 105. For example, each network device 101 , 103 and 106 can include a server, desktop computer, laptop computer, tablet computer, a television with one or more processors embedded therein and/or coupled thereto, smart phone, handheld computer, personal digital assistant ("PDA"), or any other wired or wireless, processor-driven device. In the example embodiment depicted in FIG. 1, the network devices 101 and 103 are operated by end-users referred to herein as senders and recipients, and network device 106 is operated by social media message based enterprise customer services and customer care system operators.

The sender device 101 and recipient device 103 are operated by senders and recipients respectively. The sender device 101 and recipient device 103 each include a social media client module 102 and 104 respectively. The social media client modules 102 and 104 on the sender device 1 01 and recipient device 103 can interact with web servers or other computing devices connected to the network 105, including the Social Media Computer System 1 15 and the Enterprise Customer Services Computer System 1 12 of the Social Media Message based Enterprise Customer Services & Customer Care System 106. The social media client module 102 and 104 may be a web-based social media client module accessible by a browser application or another suitable application for interacting with web page files maintained by the social media computer system 1 15. The social media client module 102 and 104 may also comprise a social media software application residing and executing on the sender 101 and recipient 103 devices.

The Social Media Message based Enterprise Customer Services & Customer Care System 106 is operated by a Social Media Message based Enterprise Customer Services & Customer Care System operator. In certain example embodiments the Social Media Message based Enterprise Customer Services & Customer Care System 106 comprises a Enterprise Service Module 108 supporting multiple services or mu ltiple Enterprise Service Modu les supporting a service each 108, a Transaction Manager module 109, a Sender Accounts module 1 10, a Receiver Accounts Module 1 1 1 , a Social Media Computer System 1 1 5 and an Enterprise Customer Services Computer System 1 12.

The Enterprise Customer Services Computer System 1 12 hosts sender enterprise customer accounts 1 13 and recipient enterprise system 1 14 and executes the service request therebetween said sender enterprise customer accounts 1 13 and recipient enterprise system 1 14. The Enterprise Customer Services Computer System 1 12 is adapted for managing the services subscribed by the sender, for example, the customers, from the recipients, for example, the enterprise. In certain example embodiments, the sender enterprise customer account could be associated with more than one service, subscribed by the customer (or sender) from the enterprise (or recipient). In certain exam ple embodiments, the Enterprise Customer Services Computer System 1 12 may be part of a third party Enterprise Customer Services Computer System in communication with the social media message based Social Media Message based Enterprise Customer Services & Customer Care System 1 06. As described below, certain functions will be described in the context of the sender enterprise customer accounts 1 13 and other functions in the context of the recipient enterprise system 1 14. It is to be understand that the social media message based enterprise customer services and customer care system 106 enables the same functionality within each enterprise account 1 13 and 1 14 as a sender of a social media message based enterprise customer services and customer care system 1 06 in one instance may be a recipient of a social media message based enterprise customer services and customer care system 1 06 in another and vice versa.

The Social Media Computer System 1 1 5 delivers social media messages between sender social media accounts 1 16 and recipient social media accounts 1 17. In certain example embodiments, the social media computer system 1 15 may be part of a th ird party social med ia computer system in commun ication with the Social Media Message based Enterprise Customer Services & Customer Care System 106.

The Transaction Manager Module 109 monitors the social media messages for the service request instructions 701 , and also parses the same for arriving at the instruction detai ls and also the service attribute detai ls 702.

The Enterprise Service Modu le(s) 108 contain(s) and manage(s) the Enterprise Service Object, which is updated with the service request status throughout the service request execution process. After the social media message is parsed by the Social Media Message based Enterprise Customer Services and Customer Care System 1 06 and instructions and service requests are found to be in line with the pre-defmed business rules, the Social Media Message based Enterprise Customer Services & Customer Care System 1 06 makes regu lar calls to the Enterprise Customer Services Computer System 1 1 2 to obtain a service request status. The Social Media Message based Enterprise Customer Services & Customer Care System 106 may then update the Enterprise Service Object and on completion of the service request displays the service request status in the social media message sent to the Sender.

It will be appreciated that the network connections shown in FIG. 1 are one example and other means of establishing a communications link between the network devices 101 , 103, and 106 can be used. Moreover, those having ordinary ski ll in the art and having the benefit of the present disclosure will appreciate that the sender device 101, the recipient device 1 03, and the Social Media Message based Enterprise Customer Services & Customer Care System 106 illustrated in FIG. 1 can have any of several other suitable computer system configurations.

Example Processes The components of the example operating environment 100 are described hereinafter with reference to the example methods illustrated in FIGS. 2-6. The methods illustrated in FIG. 2 are described with reference to the components illustrated in FIG. 1.

FIG. 2 is a block flow diagram depicting a method 200 to manage social media messages with service request instructions, in accordance with certain example embodiments.

Method 200 begins with block 201 , where a sender sends a new social media message 1 18 through the social media client module 102 to the recipient social media account 1 1 7, with the service request instruction 701 and the service attribute details 702 as indicated in Fig 7. In a preferred embodiment, the social media message includes a non-text object based service request instruction 701 , including but not limited thereto, an image, an audio object and like, along with the service attribute details 702 for the sender (for example, the consumer) to initiate the requisite service request via social media based messaging. In an alternate embodiment, the service request instruction 701 and the service attribute details 702 are encrypted within the social media message 1 18 sent by the sender to the recipient, which is decrypted and processed further by the recipient via the Social Media Message based Enterprise Customer Services and Customer Care System 1 06. At block 202, the message 1 18 is received at the recipient social media account 1 17 which is monitored by the Social Media Message based Enterprise Customer Services and Customer Care System 106, and the Social Media Message based Enterprise Customer Services and Customer Care System 106 & the Transaction Manager Module 109 are able to detect a service request instruction 701 in the message 1 1 8. Block 203 is described in further detail hereinafter with reference to FIG. 3.

FIG. 3 is a block flow diagram depicting a method 203 for analyzing a social media message for service request instruction, in accordance with certain example embodiments.

Method 203 begins at block 301, where the Social Media Message based Enterprise Customer Services and Customer Care System 106 determines if the service request instruction as been included in the message 1 18 sent by the Sender. Once the message 1 18 is parsed and a service request instruction is detected, and the threshold criteria is met in terms of the format & the instruction details needed, then the Social Media Message based Enterprise Customer Services and Customer Care System 106 passes the service attribute details 702 to the Enterprise Customer Services Computer System 1 12, as indicated in block 304, and updates the Enterprise Service Object in the Enterprise Service Module 108. Machine learning derived decision functions are able to continuingly learn from user responses and may be used adjust the decision function around threshold criteria being met, accordingly. In case the service request instruction 701 obtained by parsing the message do not meet the threshold criteria, alluded to above, then the social media message based enterprise customer services and customer care system 106 informs the Sender of the status of the request, by including it in a social media message 1 19 and sending it on behalf of Receiver Social Media account 1 17 to the Sender social media account 1 16, as described in block 303. Returning to FIG. 2 after the Enterprise Service Object is updated with the status, at block 204, the Social Media Message based Enterprise Customer Services and Customer Care System 106 passes the service attribute details 702 to the Enterprise Customer Services Computer System 1 1.2 and requests, the service request to be initiated, at block 205.

FIG. 4 is a block flow diagram depicting a method 206 of block 206 for Enterprise Customer Services Computer System (1 12) to check for the service request status.

Method 206 begins at block 401 , where the Social Media Message based Enterprise Customer Services and Customer Care System 106 passes the service attribute details 702 to the Enterprise Customer Services Computer System 1 12.

At block 402, the Enterprise Customer Services Computer System 1 12 checks if the Sender enterprise customer Account 1 13 has the requisite service subscriptions for the service requested by the sender, & further checks if the sender is al lowed to make the service requests or to receive the information requested, as indicated by the Sender in the service request instruction 701.

If the sender enterprise customer accounts 1 1 3 do not have the requisite service subscription for the service indicated by the sender in the service request instruction 701 , the Social Media Message based Enterprise Customer Services & Customer Care System 106, at block 403, sends a social media message 1 19 back to the Sender Social Media Account 1 16 requesting the Sender to modify the service subscription and resend the social media message 1 18 containing revised service request instruction 701 to reinitiate the service request.

If the sender enterprise customer accounts 1 13 have the requisite service subscriptions for the service indicated by the sender in the service request instruction 701 , then the Social Media Message based Enterprise Customer Services and Customer Care System 106 based on, including but not limited to, business rules, deviations for standard user behavior etc., checks if a security challenge is required (block 404) for the Sender to authenticate execution of the service request. If a security challenge is required, as indicated in block 406, the Social Media Message based Enterprise Customer Services & Customer Care System 106 prompts the Sender at the social media Account 1 1 6 via the sender social media client module 102 to respond to the security challenge.

If the security challenge is successfully passed (block 407) or a security challenge is not needed to process the service request, then the Social Media Message based Enterprise Customer Services and Customer Care System 106, as indicated in block 405, updates the Enterprise Service Object with the current status and the Enterprise Customer Services Computer System 1 12 continues to process the service request ti ll either of the criteria listed in block 208 are met. In the event that the security challenge is not successfully responded to by the Sender, then as indicated in block 408, the Social Media Message based Enterprise Customer Services and Customer Care System 106 sends a social media message 1 19 back to the Sender Social Med ia Account 1 16 informing the Sender that the security challenge was not successful ly met, and so the service request would need to be terminated and optional ly also requesting the Sender to resend the social media message 1 18 and reinitiate the service request.

FIG. 5 is a block flow diagram depicting a method 302 for parsing a social media message with the service request instruction 701 and assessing if the threshold and any associated business rule thresholds are met, in accordance with certain example embodiments.

Method 302 begins at block 501, where the social media message based enterprise customer services and customer care system 1 06 and its components, including but not limited to the Transaction Manager Module 1 09, parse the social media message received 1 18 to arrive at the service request or service information request and the associated service & customer details etc. If the parsing of the message is successful, and the service request instruction 701 meets the criteria around format & other constraints (block 502), then the service request or information request per say may be, as described in block 503, is further checked for business rules compliance, including but not lim ited to, number of requests in a given duration, request type, request source, recipients is authorized to receive the information etc. If the service request meets the threshold criteria, then the Enterprise Service Object is updated accordingly and the relevant service attribute details 702 are passed on to the Enterprise Customer Services Computer System 1 12 for initiating execution of the service request (block 504). If the service request or information request instruction post assessment is found not to meet the criteria around format & other constraints (block 502) then the social media message based enterprise customer services & customer care system 106 sends a social media message to the Sender Social media account 1 16, via the Social Media computer system 1 1 5, indicating that the service request or information request was not as per the pre-defined criteria and may request for revised service request (block 505).

Returning to FIG. 2 at block 207, the Enterprise Service Object is updated with the service request status that the Enterprise Customer Services Computer System 1 12 received in Block 206.

As indicated in Block 208, ti ll the point the Enterprise Service Object status is either 'service request accepted' or equivalent, or 'service request declined' or equivalent or 'completed with errors' or equivalent; that is till the time the service request is not completed processed either with or without errors, blocks 206, 207 and 208 are repeated.

FIG. 6 is a block flow diagram depicting a method 209 of block 209 for sending a social media message 1 19 to the Sender social media account 1 16 via the social media computer system 1 1 5, indicating the service request update & any other associated actions.

Method 209 begins at block 601 , which checks if the service request is completely processed without errors. If it was completed with some errors, the Social Media Message based Enterprise Customer Services & Customer Care System 1 06, updates the Sender Account 1 10 & the Recipient account 1 1 1 accordingly, and as needed the Sender enterprise customer account 1 13 & the Recipient enterprise system 1 14 accordingly and as appropriate. Additionally the Social Media Message based Enterprise Customer Services & Customer Care System 106, sends a social media message 1 19 to the Sender social media account 1 16 via the social media computer system 1 15, indicating the service request or information request was completed with errors and may also share any associated details, and also may advise the Sender to reinitiate the service request (block 602).

If service request was completed without errors, as indicated in block 603, then the social media message based enterprise customer services & customer care system 106 checks if the status of the Enterprise Service Object indicates if the service request per say was successful or otherwise. If the status indicates that the service request was unsuccessful, then as indicated in block 604, the Social Media Message based Enterprise Customer Services & Customer Care System 106 cancels the service request and updates the Sender Account 1 10 and the Recipient account 1 1 1 accordingly, and as needed the Sender enterprise customer account 1 13 and the Recipient enterprise system 1 14 as well. Additionally the Social Media Message based Enterprise Customer Services & Customer Care System 106, sends a social media message 1 19 to the Sender social media account 1 16 via the social media computer system 1 15, indicating that the service request was declined and may also share any associated details, and also may advise the Sender to reinitiate the service request (block 604).

If the status indicates that the service request was successful, then as indicated in block 605, the Social Media Message based Enterprise Customer Services & Customer Care System 106 executes the service request, and updates the Sender Account 1 10 and the Recipient account 1 1 1 accordingly, and as needed the Sender enterprise customer account 1 13 and the Recipient enterprise system 1 14 accordingly, and as appropriate. Additionally the Social Media Message based Enterprise Customer Services and Customer Care System 106, sends a social media message 1 19 to the Sender social media account 1 16 via the social media computer system 1 15, indicating that the service request was successful and may also share any associated details.

Returning to FIG. 2 at block 21 0, the Sender receives the social media message 1 19 described in block 209, sent on the Sender Social Media Account 1 16. In some cases the social media message based enterprise customer services & customer care system 106 also sends a social media message 1 19 via the Social Media Computer System 1 1 5 to the Recipient Social media account 1 17 as well, confirming the completion of the service request.

Fig 7, as an example indicates what a social med ia message 1 1 8 may be like that contains the service request instruction 701 and other service attribute details including, but not limited thereto, the Sender and the Receiver details and the service attribute details 702. In some cases additional attribute details, in case of multiple services are subscribed to, is also expected to be included in the social media message 1 1 8 sent by the Sender. In a preferred embodiment of present invention, the social media message 1 18 sent by the sender includes non-text object based service request instructions 701 including, but not limited thereto, images, audio objects and like, along with the associated service attribute details 702. In an embodiment, the message 1 1 8 is encrypted with the service request instruction 701 , which is detected and decrypted by the Social Media Message based Enterprise Customer Services & Customer Care System 106 followed by complete processing of the service request. In another embodiment, the non-text service request instruction 701 in the form of an image of a requisite service is detected by the Social Media Message based Enterprise Customer Services & Customer Care System 106 through techniques including, but not limiting thereto, image processing and image recognition techn iques, prior to complete processing of the service request.

In situations in which the systems discussed here collect or make use of personal information, the users may be provided with an opportunity to control whether programs or features collect user information (e.g., information about a user's social network, social actions or activities, a user's preferences, or a user's current location), or to control whether and/or how to receive content from the content server that may be more relevant to the user. In addition, certain data may be treated in one or more ways before it is stored or used, so that personally identifiable information is removed.

Embodiments may comprise a computer program that embodies the functions described and illustrated herein, wherein the computer program is implemented in a computer system that comprises instructions stored in a machine-readable medium and a processor that executes the instructions. However, it should be apparent that there could be many different ways of implementing embodiments in computer programming, and the embodiments should not be construed as limited to any one set of computer program instructions. Further, a skilled programmer would be able to write such a computer program to implement an embodiment of the disclosed embodiments based on the appended flow charts and associated description in the application text. Therefore, disclosure of a particular set of program code instructions is not considered necessary for an adequate understand ing of how to make and use embod iments. Further, those skilled in the art will appreciate that one or more aspects of embodiments described herein may be performed by hardware, software, or a combination thereof, as may be embodied in one or more computing systems. Moreover, any reference to an act being performed by a computer should not be construed as being performed by a single computer as more than one computer may perform the act.

The example embodiments described herein can be used with computer hardware and software that perform the methods and processing functions described previously. The systems, methods, and procedures described herein can be embodied in a programmable computer, computer-executable software, or digital circuitry. The software can be stored on computer-readable media. Digital circuitry can include integrated circuits, gate arrays, building block logic, field programmable gate arrays (FPGA), etc. The present invention provides the system 100 and the method to provide users with the ability to initiate and send service requests or information request to an enterprise, whose services the Sender has subscribed to, via social media based messages. A user interface is provided in a social media client module that allows a user to make a service or information request by using message. The service request or information request details captured in the message are communicated to an Enterprise Customer Services Computer System 1 12. The Enterprise Customer Services Computer System 1 12 uses enterprise customer accounts associated, directly or indirectly with the corresponding sender and recipient social media account identifiers to identify the enterprise customer accounts and process said service request whilst updating the enterprise customer account as appropriate. A status of the service or information request is tracked and displayed back in the form a message on behalf of the recipient to the sender on the relevant social media platform.

The example systems, methods, and acts described in the embodiments presented previously are illustrative, and, in alternative embodiments, certain acts can be performed in a different order, in parallel with one another, omitted entirely, and/or combined between different example embodiments, and/or certain additional acts can be performed, without departing from the scope and spirit of various embodiments. Accordingly, such alternative embodiments are included in the inventions described herein.

Although specific embodiments have been described above in detail, the description is merely for purposes of illustration. It should be appreciated, therefore, that many aspects described above are not intended as required or essential elements unless explicitly stated otherwise. Modifications of, and equivalent components or acts corresponding to, the disclosed aspects of the example embodiments, in addition to those described above, can be made by a person of ordinary skill in the art, having the benefit of the present disclosure, without departing from the spirit and scope of embodiments defined in the following claims, the scope of which is to be accorded the broadest interpretation so as to encompass such modifications and equivalent structures.

Claims

WE CLAIM
1. A system 100 for providing enterprise customer services via social media based messaging using non-text triggers, the system 100 being capable of initiating and executing a service request electronically via social media based messaging using non-text triggers, the system 1 00 comprising of:
at least two network devices 101 and 103, each network device of the two network devices 101 , 103 linked to a corresponding enterprise customer account, each network device having,
• a communication module configured thereon for transmitting and receiving data, and
• a social media client module 102 and 104 configured thereon for interacting with any one of web servers and computing devices, wherein the social media client module 102, 1 04 is capable of initiating a service request instruction 701 within the social media message 1 18; and a social media message based enterprise customer services and customer care system 106 having a communication module configured thereon for transmitting and receiving data, the social media message based enterprise customer services and customer care system 106 having,
• at least one network device 105 configured to allow communication between at least two network devices 101 , 103 and social media message based enterprise customer services and customer care system 106,
• at least one enterprise service module 108 configured to manage the enterprise service object, which is Updated with the service request status throughout the service request execution process,
• at least one sender accounts module 1 10 and at least one receiver accounts module 1 1 1,
• at least one transaction manager module 109 configured to monitor the social media message 1 18 for the service request instruction 701 , and parsing the same for arriving at the instruction details and the service attribute details 702,
• at least one social media computer system 1 15 configured to deliver social media messages therebetween sender social media accounts 1 16 and recipient social media accounts 1 17,
• at least one enterprise customer services computer system 1 12 configured to host sender enterprise customer accounts 1 13 and recipient enterprise system 1 14, the enterprise customer services computer system 1 12 being capable of managing the services subscribed by the senders from the recipient and is adapted of executing the service request therebetween the sender enterprise customer accounts 1 13 and the recipient enterprise system 1 14, wherein after the social media message 1 1 8 is parsed by the social media message based enterprise customer services and customer care system 106 and the service request instruction 701 is found to be in line with the pre-defined business rules, the social media message based enterprise customer services and customer care system 106 makes regular calls to the enterprise customer services computer system 1 12 to obtain a service request status.
2. The system 100 as claimed in claim 1 , wherein each network device 101 , 1 03 and the social media message based enterprise customer services and customer care system 106 is anyone of a server, desktop computer, laptop computer, tablet computer, a television with one or more processors embedded therein and/or coupled thereto, smart phone, handheld computer, personal digital assistant ("PDA"), and wired or wireless, processor-driven device.
3. The system 100 as claimed in claim 1 , wherein the service request includes a request for initiating and executing a service selected from anyone of nonpayment services, customer care services, enterprise services and combinations thereof.
4. A method for providing enterprise customer services via social media based messaging using non-text triggers, the method being capable of initiating and executing a service request electronically via social media based messaging using non-text triggers, the method comprising:
• sending by a sender, a new social media message 1 18 through a social media client module 102 to a recipient social media account 1 17, with a service request consisting of a service request instruction 701 and service attribute details 702;
• receiving the social media message 1 1 8 at the social media account 1 1 7 of a receiver which is monitored by a social media message based enterprise customer services and customer care system 106;
• detecting the service request instruction 701 within the social media message 1 1 8 by the social media message based enterprise customer services and customer care system 106 and transaction manager module 109;
• parsing the service request instruction 701 and the service attribute details 702 of the social media message 1 1 8 by the transaction manager module 109 to check if the service request instruction 701 meets a threshold criteria;
• passing the service attribute details 702 by the social media message based enterprise customer services and customer care system 106 to enterprise customer services computer system 1 12 for initiating execution of the service request if the threshold criteria is met;
• checking by the enterprise customer services computer system 1 12 if the sender enterprise customer accounts 1 13 have a service subscription for the service indicated by the sender in the service request, and thereinafter checks if the sender is permitted to make the service request or to receive the service information as indicated by the sender in the service request instruction 701 ; • checking by the social media message based enterprise customer services and customer care system 106 if a security challenge is required for the sender to authenticate execution of the service request;
• sending a social media message 1 19 back to the sender by the social media message based enterprise customer services and customer care system 106 if the sender enterprise customer accounts 1 13 do not have the service subscription for the service indicated by the sender in the service request, and further if the sender is not permitted to make service requests or to receive the service information requested;
• requesting through the social med ia account 1 16 of the sender to modify the service subscription and resend the social media message 1 18 containing revised service request instruction 701 to reinitiate the service request;
• prompting the sender at the social media account 1 16 by the social media message based enterprise customer services and customer care system 106 via the sender social media client module 102 to respond to the security chal lenge if the security challenge is required; and
• updating the enterprise service object with the current status and the enterprise customer services computer system 1 12 continues to process the service request.
5. The method as claimed in claim 4, wherein the social media message based enterprise customer services and customer care system 106 determines if the service request instruction 701 has been included in the social media message 1 18 sent by the sender.
6. The method as claimed in claim 4, wherein once the social media message 1 18 is parsed and the service request instruction 701 is detected, the social media message based enterprise customer services and customer care system 106 passes the service attribute details 702 to the enterprise customer services computer system 1 12 and updates the enterprise service object in the enterprise service module 108.
7. The method as claimed in claim 4, wherein when the service request instruction 701 obtained by parsing the social media message 1 18 by the transaction manager module 109 do not meet the threshold criteria, the social media message based enterprise customer services and customer care system 106 informs the sender of the status of the service request, by including it in a social media message 1 19 and sending it on behalf of the recipient social media account 1 17 to the sender social media account 1 16 requesting the sender to resend the social media message 1 1 8 with revised service request instruction 701.
8. The method as claimed in claim 4, wherein in the event that the security challenge is not successfully responded to by the sender, then the social media message based enterprise customer services and customer care system 106 sends a social media message 1 19 back to the sender social media account 1 1 6 informing the sender that the security challenge was not successfully met, and therefore the service request would need to be terminated and optionally also requesting the sender to resend the social media message 1 18 and to reinitiate the service request.
9. The method as claimed in claim 4, wherein in the event the service request is not successfully completed, then the social media message based enterprise customer services and customer care system 1 06 sends a social media message 1 19 back to the Sender Social Media Account 1 1 6 via the social media computer system 1 1 5 informing the sender that the service request was completed with errors and sharing associated details, and further requesting the sender to resend the social media message 1 1 8 and reinitiate the service request.
1 0. The method as claimed in claim 4, wherein in the event the service request is successfully completed, then the social media message based enterprise customer services and customer care system 1 06 sends a social media message 1 19 to the Sender Social Media Account 1 1 6 via the social media computer system 1 1 5 informing the sender that the service request was successfully completed and sharing associated details, and thereinafter updates the sender and the recipient accounts 1 1 0, 1 1 1 along with the sender enterprise customer accounts 1 13 and the recipient enterprise system 1 14 thereof.
1 1. The method as claimed in claim 4, wherein the service request instructions 701 sent via the social media message 1 18 are non-text object based service request instructions and includes anyone of an image, an audio command and combinations thereof.
PCT/IN2016/000253 2015-10-27 2016-10-20 Method and system for providing enterprise customer services via social media messaging using non-text triggers WO2017072784A1 (en)

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Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20120005106A1 (en) * 2010-06-30 2012-01-05 Cisco Technology Customer care based on social media
US20120047219A1 (en) * 2010-08-18 2012-02-23 At&T Intellectual Property I, L.P. Systems and Methods for Social Media Data Mining

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20120005106A1 (en) * 2010-06-30 2012-01-05 Cisco Technology Customer care based on social media
US20120047219A1 (en) * 2010-08-18 2012-02-23 At&T Intellectual Property I, L.P. Systems and Methods for Social Media Data Mining

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