{
  "patent_number": "US 8983975",
  "country": "US",
  "title": "How Software Automatically Ranks and Manages Online Customer Feedback",
  "original_title": "Systems and methods for measuring and managing distributed online conversations",
  "summary": "A system that automatically finds, scores, and prioritizes online mentions of a company so they can respond to the most important conversations first.",
  "what_it_does": "This system acts as a digital filter for a company's online reputation. It uses automated search queries to scan the internet for mentions of a specific entity, such as a brand or person. Once it finds a relevant post, it saves it as a 'discrete incident' and assigns it a score based on metrics like keyword density or emotional sentiment. Finally, it ranks these incidents based on the importance of the source and the content's score, presenting a prioritized list to the company so they know which customer complaints or mentions need immediate attention.",
  "what_it_does_not_cover": [
    "Does not cover manual social media monitoring where a human manually searches for posts.",
    "Does not cover systems that simply aggregate data without performing automated scoring and prioritization.",
    "Does not cover general search engine technology that does not link content to a specific entity for incident management."
  ],
  "filed": "2009-02-23",
  "granted": "2015-03-17",
  "expires": null,
  "status": "active",
  "holder": "Individual",
  "holder_url": "https://patentbrief.org/company/individual",
  "inventors": [
    {
      "name": "Terry Dean Blankers",
      "url": "https://patentbrief.org/inventor/terry-dean-blankers"
    },
    {
      "name": "Aria Haghighi",
      "url": "https://patentbrief.org/inventor/aria-haghighi"
    },
    {
      "name": "Christopher Kenton",
      "url": "https://patentbrief.org/inventor/christopher-kenton"
    }
  ],
  "times_cited": 27,
  "tags": [
    "software",
    "ai_ml",
    "ecommerce",
    "telecommunications"
  ],
  "abstract": "A system ( 10 ) for measuring and managing distributed online conversations accessible via a network ( 20 ) comprises memory ( 3812 ) and an online conversation monitoring system ( 12 ) communicatively coupled to the network and communicatively coupled to the memory and being configured to create and manage search topics and queries, to search sites on the network utilizing the search topics and queries to identify relevant online conversations related to an entity, to capture relevant online conversations related to the entity, to store in the memory each captured relevant online conversation as a discrete incident associated with the entity to which it is relevant, to score each discrete incident according to a set of metrics, and to present scored incidents to the entity to which relevant online conversation relates.",
  "url": "https://patentbrief.org/patent/us/8983975/facebook-news-feed-ranking",
  "markdown_url": "https://patentbrief.org/patent/us/8983975/facebook-news-feed-ranking/md",
  "google_patents_url": "https://patents.google.com/patent/US8983975",
  "relatedPatents": []
}