Confidence indicators for automated suggestions
First Claim
Patent Images
1. A method, comprising:
- determining a confidence indicator (CI) for at least one candidate class for an incoming message received in a response management system, each CI being a function of a comparison between previous selections of the candidate class and previous suggestions of the candidate class for previous messages having one or more similar features, wherein each determined CI represents a likelihood that the corresponding candidate class matches the incoming message, wherein the response management system comprises at least one computer and at least one knowledge base, wherein the at least one knowledge base comprises information related to previous selections of the candidate class and previous suggestions of the candidate class for previous messages having one or more similar features, and wherein determining the CI is performed at the at least one computer using the at least one knowledge base;
identifying at the at least one computer one or more candidate classes that match the incoming message based on class weights that are functions of each of the determined CIs;
calculating at the at least one computer a classification accuracy measure that is a function of the class weights;
selecting at the at least one computer between a manual and an automatic classification mode of operation by comparing the calculated classification accuracy measure to a predetermined threshold; and
generating at the at least one computer an electronic message for transmission by the response management system in response to the received incoming message, wherein the generated electronic message includes information related to at least one of the identified candidate classes.
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Abstract
Systems, computer program products, and associated methods provide for selecting between manual and automatic operating modes based upon previous experience as quantified by confidence indicators. Confidence indicators are values that may each represent a likelihood that an associated candidate class or candidate object matches an incoming message, for example. Confidence indicator values may be updated according to previous manual selections or rejections of the associated class or object, for example. In an exemplary response management system, the selections may be for modes of operation that relate to classification of an incoming message, and/or suggestion of objects, for example.
46 Citations
20 Claims
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1. A method, comprising:
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determining a confidence indicator (CI) for at least one candidate class for an incoming message received in a response management system, each CI being a function of a comparison between previous selections of the candidate class and previous suggestions of the candidate class for previous messages having one or more similar features, wherein each determined CI represents a likelihood that the corresponding candidate class matches the incoming message, wherein the response management system comprises at least one computer and at least one knowledge base, wherein the at least one knowledge base comprises information related to previous selections of the candidate class and previous suggestions of the candidate class for previous messages having one or more similar features, and wherein determining the CI is performed at the at least one computer using the at least one knowledge base; identifying at the at least one computer one or more candidate classes that match the incoming message based on class weights that are functions of each of the determined CIs; calculating at the at least one computer a classification accuracy measure that is a function of the class weights; selecting at the at least one computer between a manual and an automatic classification mode of operation by comparing the calculated classification accuracy measure to a predetermined threshold; and generating at the at least one computer an electronic message for transmission by the response management system in response to the received incoming message, wherein the generated electronic message includes information related to at least one of the identified candidate classes. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method, comprising:
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determining a confidence indicator (CI) for at least one candidate object associated with a candidate class for an incoming message received in a response management system, each CI being a function of a comparison between previous selections of the object and previous suggestions of the object for previous messages having the same class as the corresponding candidate class, wherein each determined CI represents a likelihood that a corresponding object matches the incoming message, wherein the response management system comprises at least one computer and at least one knowledge base, wherein the at least one knowledge base comprises information related to previous selections of the object and previous suggestions of the object for previous messages having the same class as the corresponding candidate class, and wherein determining the CI is performed at the at least one computer using the at least one knowledge base; identifying at the at least one computer one or more candidate objects that match the incoming message based on object weights that are functions of each of the determined CIs; calculating at the at least one computer a suggestion accuracy measure that is a function of the object weights; selecting at the at least one computer between a manual and an automatic suggestion mode of operation by comparing the calculated suggestion accuracy measure to a predetermined threshold; and generating at the at least one computer an electronic message for transmission by the response management system in response to the received incoming message, wherein the generated electronic message includes information related to at least one of the identified candidate objects. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. A computer program product tangibly embodied in a machine-readable storage medium and containing instructions that, when executed on a processor, cause the processor to perform operations, the operations comprising:
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determining a class confidence indicator (CCI) for at least one candidate class for an incoming message received in a response management system, each CCI being a function of a comparison between previous selections of the candidate class and previous suggestions of the candidate class for previous messages having one or more similar features, wherein each determined CCI represents a likelihood that a corresponding candidate class matches the incoming message, wherein the response management system comprises at least one computer and at least one knowledge base, wherein the at least one knowledge base comprises information related to previous selections of the candidate class and previous suggestions of the candidate class for previous messages having one or more similar features, and wherein determining the CCI is performed at the at least one computer using the at least one knowledge base; identifying at the at least one computer one or more candidate classes that match the incoming message based on class weights that are functions of each of the determined CCIs; calculating at the at least one computer a classification accuracy measure that is a function of the class weights; selecting at the at least one computer between a manual and an automatic classification mode of operation by comparing the calculated classification accuracy measure to a predetermined threshold; and generating at the at least one computer an electronic message for transmission by the response management system in response to the received incoming message, wherein the generated electronic message includes information related to at least one of the identified candidate classes. - View Dependent Claims (20)
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Specification