AUTOMATIC MESSAGE INTERPRETATION AND ROUTING SYSTEM
First Claim
1. A method for automatically interpreting a non-interactive electronic message, comprising the steps of:
- (a) receiving the electronic message from a source;
(b) interpreting the electronic message using a rule base and case base knowledge engine; and
(c) classifying the electronic message as at least one of (i) being able to be responded to automatically; and
(ii) requiring assistance from a human operator.
12 Assignments
0 Petitions
Accused Products
Abstract
A method for automatically interpreting an electronic message, including the steps of (a) receiving the electronic message from a source; (b) interpreting the electronic message using a rule base and case base knowledge engine; and (c) classifying the electronic message as at least one of (i) being able to be responded to automatically; and (ii) requiring assistance from a human operator. The method for automatically interpreting an electronic message may also include the step of retrieving one or more predetermined responses corresponding to the interpretation of the electronic message from a repository for automatic delivery to the source.
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Citations
66 Claims
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1. A method for automatically interpreting a non-interactive electronic message, comprising the steps of:
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(a) receiving the electronic message from a source;
(b) interpreting the electronic message using a rule base and case base knowledge engine; and
(c) classifying the electronic message as at least one of (i) being able to be responded to automatically; and
(ii) requiring assistance from a human operator. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 54, 55, 56, 57, 58, 59, 60)
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18. A method for automatically interpreting an electronic mail (E-mail) message, comprising the steps of:
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(a) receiving the E-mail from a source over an electronic data communications channel;
(b) interpreting the E-mail using a rule base and case base knowledge engine; and
(c) classifying the E-mail as at least one of (i) being able to be responded to automatically; and
(ii) requiring assistance from a human operator;
wherein when the classification indicates that the E-mail can be responded to automatically, the method further includes the steps of;
(d) retrieving one or more predetermined responses from a repository;
(e) formulating an E-mail response from the predetermined response; and
(f) transmitting the E-mail response to the source over the data communications channel.
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19. A method for automatically interpreting a non-interactive electronic message, comprising the steps of:
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(a) receiving the electronic message from a source;
(b) interpreting the electronic message using a rule base and case base knowledge engine; and
(c) retrieving one or more predetermined responses corresponding to the interpretation of the electronic message from a repository for automatic delivery to the source. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 61, 62, 63)
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31. A system for automatically interpreting a non-interactive electronic message received from a source, the system comprising:
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a server for transmitting and receiving electronic messages over a communications channel;
an inbox storage device for storing incoming electronic messages;
a knowledge engine including a rule base and a case base, the case base having a plurality of stored cases representing past received electronic messages;
a pre-processor for receiving the electronic message and interpreting the electronic message using the rule base;
a searching device for searching the electronic message and the case base to retrieve a stored case from the case base which most closely matches the electronic message;
a classifier for classifying the electronic message into at least one of (i) being able to be responded to automatically; and
(ii) requiring assistance from a human operator. - View Dependent Claims (32, 33, 34, 35, 36, 37, 38, 39, 40, 64, 65, 66)
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41. A method for automatically interpreting a non-interactive electronic message, comprising the steps of:
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(a) receiving the electronic message from a source;
(b) interpreting the electronic message using a rule base and case base knowledge engine;
(c) retrieving one or more predetermined responses from a repository, the predetermined responses being proposed for delivery to the source;
(d) forwarding the electronic message and the predetermined response to a human operator; and
(e) delivering the predetermined response to the source when the human operator deems the response appropriate. - View Dependent Claims (42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53)
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Specification