Patent ID: 7983411
Filing Date: 2011-07-19
Classification: G06Q,H04L,H04M

Abstract:
1. A machine-implemented method performed by an automated service agent for providing an answer to a query, comprising: receiving electronic data that represents a first textual message from a first client over a network, the first textual message containing a first query entered by a user via a user interface provided by the first client; initiating a case record in response to receiving the first textual message; initiating a session between the first client and an automated service agent; retrieving a list of related queries stored in a database, each related query associated with a response; determining a response to the first textual message by evaluating a similarity between the first query contained in the first textual message and each of the related queries retrieved from the database; providing electronic data over the network that represents a response to the first query, the response being associated with a related query most similar to the first query contained in the first textual message; receiving electronic data from the first client during the session that represents a second textual message after the response to the first textual message has been provided, the second textual message containing a second query entered by the user via the user interface provided by the first client; determining transferring the case record to a live agent if the second query substantially matches the first query; categorizing the case record into one of a plurality of predetermined categories responsive to said determination; generating a queue associated with the one of the plurality of predetermined categories; placing the case record into the queue associated with the one of the plurality of predetermined categories; and automatically transferring the case record to the live agent.