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Providing data messaging support by intercepting and processing received short message service (SMS) messages at a customer support service

  • US 9,813,363 B1
  • Filed: 10/21/2013
  • Issued: 11/07/2017
  • Est. Priority Date: 10/21/2013
  • Status: Active Grant
First Claim
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1. A method comprising:

  • receiving a message at a message processing server;

    pre-processing the message to determine a particular contextual classification associated with at least one word included in the message;

    assigning the message to a predefined message bucket comprising a plurality of automated responses by selecting at least one of a plurality of different predefined message buckets, wherein one of the predefined message buckets has a higher relevancy rating than the other plurality of different predefined message buckets based on a relevancy rating of the particular contextual classification associated with the at least one word included in the message;

    identifying an automated response to the message that includes contextual information that is based on the parsed at least one word from the message; and

    processing the message to determine whether to generate the automated response and transmit the automated response to an end user device based on a confidence score;

    wherein prior to assigning the message to the predefined message bucket, at least one term in the message is replaced with a known alias term linked to the predefined message bucket.

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