System and method for generating suggested responses to an email

• US 20090282114A1
• Filed: 05/08/2008
• Published: 11/12/2009
• Est. Priority Date: 05/08/2008
• Status: Abandoned Application

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Gilbert, Mazin, Feng, Junlan
• Application Number:
  US12/151,632
• Publication Number:
  US 20090282114A1
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]

Abstract

Disclosed is a method and system for responding to a client email. A new client email is received and analyzed, and a response email is determined from the analyzing of the client email and from analysis of stored email-response pairs.

Claims

1. A method for generating one or more response emails for responding to a client email after performing analysis on stored email-response pairs comprising:

receiving said client email;

analyzing said client email; and

generating at least one response email by matching said client email and said stored email-response pairs.

2. The method of claim 1, further comprising performing data cleanup on said stored email-response pairs.

3. The method of claim 2, further comprising filtering out a response email that has a low customer satisfaction score, fails to address a user'"'"'s concerns, or is grammatically or legally incorrect.

4. The method of claim 1 further comprising generalizing a response email by replacing a value in said response email with a placeholder.

5. The method of claim 1 further comprising syntactically and semantically parsing textual content of said client email and stored email-response pairs.

6. The method of claim 5 further comprising:

segmenting the textual content into sentences; and

.

assigning syntactic and semantic labels to each of said sentences.

7. The method of claim 6 further comprising extracting Named Entities from each of said sentences.

8. The method of claim 1 wherein said determining a response email further comprises at least one of matching a client email with one or more stored client emails of said stored email-response pairs and matching a client email with one or more stored response emails of said stored email-response pairs.

9. The method of claim 8 further comprising:

inferring metrics of said matching; and

modeling a similarity measurement between client emails and stored emails.

10. The method of claim 1 wherein said analysis of said stored email-response pairs further comprises determining one or more of lexical and semantic associations between a client email and its corresponding response email.

11. A system for generating one or more response emails for responding to a client email after performing analysis on stored email-response pairs comprising:

means for receiving said client email;

means for analyzing said client email; and

means for generating at least one response email by matching said client email and said stored email-response pairs.

12. The system of claim 11 further comprising means for performing data cleanup on said stored email-response pairs.

13. The system of claim 11 further comprising means for filtering out a response email that has a low customer satisfaction score, fails to address a user'"'"'s concerns, or is grammatically or legally incorrect.

14. The system of claim 11 further comprising means for generalizing a response email by replacing a value in said response email with a placeholder.

15. The system of claim 11 further comprising means for syntactically and semantically parsing textual content of said client email and stored email-response pairs.

16. The system of claim 15 further comprising:

means for segmenting the textual content into sentences; and

means for assigning syntactic and semantic labels to each of said sentences.

17. The system of claim 16 further comprising means for extracting Named Entities from each of said sentences.

18. The system of claim 11 wherein said means for determining a response email further comprises at least one of means for matching a client email with one or more stored emails of said stored email-response pairs and means for matching a client email with one or more stored responses of said stored email-response pairs.

19. The system of claim 18 further comprising:

means for inferring metrics of said matching of a client email with stored emails; and

means for modeling a similarity measurement between client emails and stored emails.

20. The system of claim 11 wherein said analysis of said stored email-response pairs further comprises means for determining one or more of lexical and semantic associations between a client email and its corresponding response email.

21. A computer readable medium comprising computer program instructions capable of being executed in a processor and defining the steps comprising:

receiving said client email;

analyzing said client email; and

generating at least one response email by matching said client email and said stored email-response pairs.

22. The computer readable medium of claim 21 further comprising performing data cleanup on said stored email-response pairs.

23. The computer readable medium of claim 22 further comprising filtering out a response email that has a low customer satisfaction score, fails to address a user'"'"'s concerns, and is grammatically or legally incorrect.

24. The computer readable medium of claim 21 further comprising generalizing a response email by replacing a value in said response email with a placeholder.

25. The computer readable medium of claim 21 further comprising syntactically and semantically parsing textual content of said client email and stored email-response pairs.

26. The computer readable medium of claim 25 further comprising:

segmenting the textual content into sentences; and

assigning syntactic and semantic labels to each of said sentences.