Method and system for automated categorization of statements

• US 20040006473A1
• Filed: 07/02/2002
• Published: 01/08/2004
• Est. Priority Date: 07/02/2002
• Status: Abandoned Application

• Current Assignee: SBC Technology Resources, Inc. (AT&T, Inc.)
• Original Assignee: SBC Technology Resources, Inc. (AT&T, Inc.)
• Inventors: Pasquale, Theodore B., Bushey, Robert R., Knott, Benjamin A., Martin, John M., Joseph, Kurt M., Mills, Scott H.
• Application Number:
  US10/188,152
• Publication Number:
  US 20040006473A1
• Time in Patent Office: Days
• US Class Current: 704/270
• CPC Class Codes: G06F 8/20 Software design
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G10L 15/1822 Parsing for meaning understanding
• CPC Class Codes: H04M 15/00 Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP

Abstract

A method and system for automating categorization of statements includes a categorization system having a plurality of rules to categorize the statements, a rule engine, and a category engine. The rule engine allows for the creation and storage of objective rules used to categorize the statements. The category engine automatically applies the rules to a list of statements in order to categorize the statements and automatically determines a category label for each statement. The category engine further creates an output file including each statement and the corresponding category label. The use of objective rules to categorize the statements allows for reliable and consistent categorization results and eliminates any subjectiveness in the categorization of the statements.

Claims

1. A method for categorizing customer service opening statements, the method comprising:

collecting a plurality of opening statements to be categorized;

creating one or more rules for categorizing the opening statements;

grouping the rules into one or more sets of rules;

storing the sets of rules;

selecting one of the sets of rules to apply to the opening statements;

automatically applying the rules in accordance with a rule hierarchy to a list of the opening statements one opening statement at a time;

searching each opening statement for one or more text string combinations;

automatically determining a category label for each opening statement based upon the presence of one or more of the text string combinations;

assigning a category label to each opening statement when each opening statement first satisfies one of the rules; and

creating an output file including each opening statement and a corresponding category label.

2. A method for the automated categorization of statements, the method comprising:

creating one or more rules for categorizing the statements;

selecting one or more of the rules to apply to the statements;

automatically applying the rules to a list of the statements; and

automatically determining a category label for each statement based upon the rules.

3. The method of claim 2 wherein automatically applying the rules to a list of the statements comprises retrieving one or more of the rules to be applied to the statements.

4. The method of claim 2 wherein creating one or more rules comprises grouping the rules into one or more sets of rules.

5. The method of claim 2 further comprising creating an output file including each statement and a corresponding category label.

6. The method of claim 2 wherein automatically applying the rules to a list of the statements comprises applying the rules to the statements one statement at a time.

7. The method of claim 2 further comprising determining a rule hierarchy for applying the rules to the statements.

8. The method of claim 7 wherein automatically applying the rules to a list of the statements comprises applying the rules to the statements in a particular rule order in accordance with the rule hierarchy.

9. The method of claim 2 wherein automatically applying the rules to a list of the statements comprises searching each statement for one or more text string combinations.

10. The method of claim 2 wherein creating one or more rules comprises editing one or more existing rules.

11. The method of claim 2 wherein automatically determining a category label for each statement comprises assigning a category label for each statement when each statement first satisfies one of the rules.

12. The method of claim 2 wherein the rules include a catch all rule for categorizing statements that do not satisfy any of the other rules.

13. The method of claim 2 wherein the statements comprise a plurality of opening statements.

14. The method of claim 2 further comprising storing the rules.

15. The method of claim 2 further comprising collecting a plurality of statements to be categorized.

16. Software for the automated categorization of statements, the software-embodied in a computer-readable medium and operable to:

create one or more rules for categorizing the statements;

select one or more of the rules to apply to the statements;

apply the rules to a list of the statements; and

determine a category label for each statement based upon the rules.

17. The software of claim 16 wherein the statements comprise a plurality of opening statements.

18. The software of claim 16 further operable to create an output file, the output file including each statement and a corresponding category label.

19. The software of claim 18 wherein creating the output file comprises entering each statement and each corresponding category label into a spreadsheet.

20. The software of claim 16 wherein creating one or more rules comprises grouping the rules into one or more sets of rules.

21. The software of claim 16 further operable to display a graphical user interface.

22. The software of claim 16 wherein applying the rules to a list of the statements comprises applying the rules to the statements in a particular rule order in accordance with a rule hierarchy.

23. The software of claim 16 wherein applying the rules to a list of the statements comprises searching each statement for one or more text string combinations.

24. The software of claim 16 further operable to store the rules.

25. The software of claim 16 further operable to assign a category label to each statement when each statement first satisfies one of the rules.

26. A system for the automated categorization of statements, the system comprising:

a plurality of rules

a rule engine operable to create and store the rules used to categorize the statements; and

a category engine associated with the rule engine, the category engine operable to apply the rules to the statements and determine a category label for each statement.

27. The system of claim 26 wherein the statements comprise a plurality of opening statements.

28. The system of claim 26 further comprising a graphical user interface associated with the rule engine and the category engine, the graphical user interface operable to display the rules and the category labels.

29. The system of claim 26 wherein the category engine is further operable to create an output file.

30. The system of claim 29 wherein the output file includes each statement and a corresponding category label.

31. The system of claim 26 wherein the rule engine is further operable to group the rules into one or more sets of rules.

32. The system of claim 26 wherein the category engine searches each statement for one or more text string combinations to determine a category label for each statement.

33. The system of claim 26 wherein the rules include a catch-all rule for categorizing statements that do not satisfy any of the other rules.

34. The system of claim 26 wherein the category engine applies the rules to the statements in a particular rule order in accordance with a rule hierarchy.