×

Automatic electronic message interpretation and routing system

  • US 6,182,059 B1
  • Filed: 05/08/1997
  • Issued: 01/30/2001
  • Est. Priority Date: 04/03/1997
  • Status: Expired due to Term
First Claim
Patent Images

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;

    (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;

    (c1) further categorizing the electronic message into at least one of a plurality of sub-categories based on subject matter content of the electronic message;

    (c2) prioritizing the sub-categorized electronic message into at least one of a plurality of priorities based on the subject matter content of the electronic message wherein a higher priority indicates that the human operator should process the associated electronic message before processing lower prioritized electronic messages;

    (d) retrieving one or more predetermined responses from a repository, the predetermined responses being proposed for delivery to the source;

    (e) forwarding the electronic message and the predetermined response to the human operator when the classification step indicates that a response to the electronic message requires assistance from a human operator; and

    (f) delivering the predetermined response to the source when the human operator deems the response appropriate, wherein the plurality of priorities of a product service sub-category include at least one of (i) fraud and lost products;

    (ii) sensitive information;

    (iii) general information; and

    (iv) user comments.

View all claims
  • 16 Assignments
Timeline View
Assignment View
    ×
    ×