|AT&T Listening to Customer Tweets is "FOS"|
"Using software developed internally by its own researchers, the telecom is listening for user complaints on the social network, and then extracting the tweet's timestamp and location, mapping out where the complaint originated and comparing that data to its system logs and customer service calls. Wang explained how AT&T uses two different levels of filtering to parse the data. First, it pulls all tweets somehow related to AT&T and then it uses more specific queries to find tweets directly related to service issues. In the latter case, it looks for messages saying things like "call dropped" or "3G," for example."