E-MAIL RESPONSE SYSTEM
First Claim
1. A method, comprising:
- receiving, at a message processing system comprising a processor and a memory, a message from an originator, wherein the message includes content related to a particular service of a plurality of services;
selecting a set of potential responses to the message at the message processing system based on the particular service;
retrieving account information related to the originator of the message at the message processing system;
filtering the set of potential responses at the message processing system to provide a filtered set of responses, wherein the set of potential responses is filtered based on the account information; and
when a first response of the filtered set of responses has a confidence level that exceeds a threshold confidence level, sending the first response from the message processing system to the originator of the message without sending the filtered set of responses to an agent.
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Abstract
A method includes receiving, at a message processing system that includes a processor and a memory, a message from an originator. The message includes content related to a particular service of a plurality of services. The method includes selecting a set of potential responses to the message at the message processing system based on the particular service. The method also includes retrieving account information related to the originator of the message at the message processing system. The method further includes filtering the set of potential responses at the message processing system to provide a filtered set of responses. The set of potential responses is filtered based on the account information. When a first response has a confidence level that exceeds a threshold confidence level, the method includes sending the first response from the message processing system to the originator of the message without sending the filtered set of responses to an agent.
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Citations
20 Claims
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1. A method, comprising:
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receiving, at a message processing system comprising a processor and a memory, a message from an originator, wherein the message includes content related to a particular service of a plurality of services; selecting a set of potential responses to the message at the message processing system based on the particular service; retrieving account information related to the originator of the message at the message processing system; filtering the set of potential responses at the message processing system to provide a filtered set of responses, wherein the set of potential responses is filtered based on the account information; and when a first response of the filtered set of responses has a confidence level that exceeds a threshold confidence level, sending the first response from the message processing system to the originator of the message without sending the filtered set of responses to an agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. A non-transitory tangible memory comprising instructions that, when executed by a processor, cause the processor to:
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receive a message from an originator via a communications network, wherein the message includes content related to a particular service of a plurality of services; determine a routing destination for the message based on the particular service included in the content of the message; retrieve a list of possible responses to the message based on the routing destination; retrieve account information related to the originator of the message; determine whether the originator of the message subscribes to the particular service based on the account information; filter the list of possible responses based on whether the originator of the message subscribes to the particular service; assign a relevancy score to each possible response of the filtered list of possible responses; and send a response from the filtered list of possible responses to the originator of the message when the relevancy score associated with the response exceeds a threshold relevancy level. - View Dependent Claims (17, 18)
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19. A system, comprising:
a server comprising a memory and a processor, the memory including instructions that are executable by the processor to receive a message from an originator, the message including content related to a particular service of a plurality of services, to select a set of potential responses to the message based on the particular service, to retrieve account information related to the originator of the message, to filter the set of potential responses based on the account information, and to send a response from the server to the originator of the message without sending the filtered set of potential responses to an agent when the response has a confidence level that exceeds a threshold confidence level. - View Dependent Claims (20)
Specification