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Mapping actions to tasks within customer service processing systems

  • US 6,898,790 B1
  • Filed: 05/11/2000
  • Issued: 05/24/2005
  • Est. Priority Date: 12/06/1999
  • Status: Expired due to Fees
First Claim
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1. A method for mapping an action, occurring within a customer servicing computing system, from a meta-level domain to tasks within a system-level domain, the method comprising the steps of:

  • (a) defining an action to have a plurality of meta-data fields, each said meta-data field having attributes;

    (b) defining a set of task templates in said system-level domain, each template defining a sequence of tasks;

    (c) for a subset of said meta-data fields, and for each field within said subset, forming a mapper key from a portion of said attributes;

    (d) comparing each said mapper key with said set of templates existing in the system-level domain to identify a match; and

    (e) forming a system-level task sequence to give effect to said action as the collective tasks of each matched template, whereby, for at least said subset of meta-data fields, at least one said attribute of each meta-data field describes a mandatory value, and said comparing step (d) is performed such that, if a direct match is not obtained, then the number of attributes is reduced and the comparison is repeated until there is a match, the minimum number of attributes that can achieve a match being said mandatory value.

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