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Management of conversations

  • US 8,000,973 B2
  • Filed: 02/03/2009
  • Issued: 08/16/2011
  • Est. Priority Date: 02/11/2003
  • Status: Expired due to Fees
First Claim
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1. A computer-implemented method comprising:

  • receiving a natural language communication from a user;

    utilizing a processing component that is a functional component of the computer to apply a concept recognition process to automatically derive a representation of concepts embodied in the natural language communication;

    selecting a collection of information likely to be useful in responding to the natural language communication, wherein selecting comprises identifying the collection of information as corresponding to said representation of concepts;

    providing, through an interface that is a functional component of the computer, the collection of information to a human agent;

    receiving, through an input device that is a functional component of the computer, an identification of a particular item of information from the collection of information, the particular item being a sub-set of the collection of information, the sub-set being a particular proposed response to the natural language communication; and

    delivering the particular proposed response to the user.

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