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First Claim
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1. A method, comprising:
- accessing, by a processor, a message having a number of message elements;
identifying, by the processor, a category determinate message element, for a category, from the message elements;
categorizing, by the processor, the message in accord with the category determinate message element;
excluding, by the processor, the category determinate message element from the message elements;
after the category determinate message element has been excluded, analyzing, by the processor, at least one remaining message element to determine whether the message is a connote having a primary meaning within the category and a secondary meaning outside of the category; and
routing the message, by the processor, to a first agent selected according to connote routing rules, upon determining the message is a connote, and routing the message to a second agent selected according to non-connote routing rules different from the connote routing rules, upon determining the message is not a connote.
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Abstract
An automated system for message analysis whereby messages within a given category may be identified and processed as a category connote. While a domain of messages may be monitored and processed in the due course of business, connote message are different. For example, a number of messages may fall into a domain of “poor airline food.” Such messages may be processed in the due course of business. However, a message with a different aspect, such as, “I found glass in my food,” may be initially identified as begin within the domain of “poor airline food,” and processed further to distinguish the message as being a connote with regard to the “poor airline food” category and warranting special handling.
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Citations
20 Claims
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1. A method, comprising:
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accessing, by a processor, a message having a number of message elements; identifying, by the processor, a category determinate message element, for a category, from the message elements; categorizing, by the processor, the message in accord with the category determinate message element; excluding, by the processor, the category determinate message element from the message elements; after the category determinate message element has been excluded, analyzing, by the processor, at least one remaining message element to determine whether the message is a connote having a primary meaning within the category and a secondary meaning outside of the category; and routing the message, by the processor, to a first agent selected according to connote routing rules, upon determining the message is a connote, and routing the message to a second agent selected according to non-connote routing rules different from the connote routing rules, upon determining the message is not a connote. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system, comprising:
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a processor; a message repository; and a communication interface; and wherein the processor; accesses a message in the message repository having a number of message elements; identifies a category determinate message element for a category from the message elements; categorizes the message in accord with the category determinate message element; excludes the category determinate message element from the message elements; after the category determinate message element has been excluded, analyzes at least one remaining message element to determine whether the message is a connote having a primary meaning within the category and a secondary meaning outside of the category; and routing the message, by the processor via the communication interface, to a first agent selected according to connote routing rules, upon determining the message is a connote, and routing the message to a second agent selected according to non-connote routing rules different from the connote routing rules, upon determining the message is not a connote. - View Dependent Claims (10, 11, 12, 13, 14)
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15. A system comprising:
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means to access, by a processor, a message having a number of message elements; means to identify a category determinate message element, for a category, from the message elements; means to categorize the message in accord with the category determinate message element; means to exclude the category determinate message element from the message elements; means to analyze, after the category determinate message element has been excluded, at least one remaining message element to determine whether the message is a connote having a primary meaning within the category and a secondary meaning outside of the category; and means to route the message to a first agent selected according to connote routing rules, upon determining the message is a connote, and routing the message to a second agent selected according to non-connote routing rules different from the connote routing rules, upon determining the message is not a connote. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification