Bank of America Corporation
CUSTOMER-SENTIMENT DRIVEN WORKFLOW BASED ON SOCIAL MEDIA DATA

Abstract:

A system for leveraging an Application Programming Interface (API) feed to improve the accuracy of a sentiment analysis performed on a customer support request is provided. The system includes a receiver that receives a plurality of logins to the API feed. Each of the logins initiates a customer support request. The customer support request includes a date of the customer support request, a time of the customer support request, a location of computer that was used to generate the customer support request, a username associated with the customer support request and a message. The system also includes a processor that harvests from the API feed a first and second plurality of artifacts. Each artifact includes sentiment information relevant to the customer support request. The processor calculates a sentiment value, based, at least in part, on the first plurality of artifacts, the second plurality of artifacts, the message, and historical information associated with the user. The processor is further configured to route the customer request based on at least the message, the sentiment value, and one of the date, time, username and the location.