Electronic mail message processing and routing for call center response to same
First Claim
1. A system for processing and routing electronic mail messages, comprising:
- an electronic mail server system for routing incoming and outgoing electronic mail messages; and
a mail parsing system coupled to said electronic mail server system and operative to receive an incoming electronic mail message from said electronic mail server system, to automatically parse said incoming electronic mail message for the existence of at least one term, to select a predefined response based on the at least one term, to identify agents who are ready for immediate response to the message based on whether the agents are logged on and on busy indicators indicating that the agents are currently handling an existing e-mail message, and to route said incoming electronic mail message and said predefined response via said electronic mail server system to a corresponding agent of the identified agents.
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0 Petitions
Accused Products
Abstract
A system and a method are provided for processing and routing electronic mail messages within a call center which include and involve an electronic mail server system for routing incoming and outgoing electronic mail messages and a mail parsing system coupled to the electronic mail server system. The mail parsing system is operative to receive an incoming electronic mail message from the electronic mail server system, to automatically parse the incoming electronic mail message for the existence of at least one predetermined term related to a particular call center activity, and to route the incoming electronic mail message via the electronic mail server system to a corresponding storage area when the incoming electronic mail message contains at least one predetermined term.
161 Citations
38 Claims
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1. A system for processing and routing electronic mail messages, comprising:
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an electronic mail server system for routing incoming and outgoing electronic mail messages; and
a mail parsing system coupled to said electronic mail server system and operative to receive an incoming electronic mail message from said electronic mail server system, to automatically parse said incoming electronic mail message for the existence of at least one term, to select a predefined response based on the at least one term, to identify agents who are ready for immediate response to the message based on whether the agents are logged on and on busy indicators indicating that the agents are currently handling an existing e-mail message, and to route said incoming electronic mail message and said predefined response via said electronic mail server system to a corresponding agent of the identified agents. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 19, 20, 34)
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12. A method for processing and routing electronic mail messages within a call center, comprising the following steps:
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receiving an incoming electronic mail message;
automatically parsing said incoming electronic mail message for the existence of at least one term related to a call center activity;
selecting a predefined response based on the at least one term;
identifying agents who are ready for immediate response to the message based on whether the agents are logged on and on busy indicators indicating that the agents are currently handling an existing e-mail message; and
routing said incoming electronic mail message and said predefined response to a corresponding agent of the identified agents. - View Dependent Claims (13, 14, 15, 16, 17, 18, 35)
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21. A method for obtaining a service from a call center, comprising the following steps:
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generating an electronic mail message containing a request for a service from a call center, said generating step being performed by an electronic mail message origination system;
sending said electronic mail message from said electronic mail message origination system to said call center via an electronic data network, said electronic data network coupling said electronic mail message origination system and call center;
automatically generating a reply upon receipt of said electronic mail message by said call center;
automatically sending said reply to said electronic mail message from said call center to said electronic mail message origination system via said electronic data network;
automatically parsing said electronic mail message for the existence of at least one term related to said service provided by said call center;
selecting a predefined response based on the at least one term;
identifying agents who are ready for immediate response to the message based on whether the agents are logged on and on busy indicators indicating that the agents are currently handling an existing e-mail message; and
routing said electronic mail message and said predefined response to a corresponding agent of the identified agents. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28, 29, 36)
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30. A computer-readable medium having stored thereon a plurality of instructions which when executed by a processor cause said processor to perform steps for processing and routing electronic mail messages within a call center, said steps comprising:
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receiving an incoming electronic mail message;
automatically parsing said incoming electronic mail message for the existence of at least one term related to a call center activity;
selecting a predefined response based on the at least one term;
identifying agents who are ready for immediate response to the message based on whether the agents are logged on and on busy indicators indicating that the agents are currently handling an existing e-mail message; and
routing said incoming electronic mail message and said predefined response to an agent of the identified agents associated with said at least one term. - View Dependent Claims (37)
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31. A method for processing and routing electronic mail messages within a call center, comprising the following steps:
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receiving an incoming electronic mail message;
generating a data structure which represents the incoming electronic mail message by automatically parsing said incoming electronic mail message for the existence of at least one term related to a call center activity, comparing said parsed incoming electronic mail message to a keyword in a keyword database to determine if a match exists, selecting a predefined response based on the keyword if it is determined that a match exists, inserting the predefined response into said data structure, and inserting customer contact information from a customer contact information database into said data structure;
determining an association between an agent and said data structure;
identifying the associated agent as ready for immediate response to the message based on whether the agent is logged on and on whether a busy indicator indicates that the agent is currently handling an existing e-mail message; and
routing said data structure and said incoming electronic mail message to said associated agent. - View Dependent Claims (32, 33, 38)
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Specification