Patent ID: 6182059
Filing Date: 2001-01-30
Classification: G06N,G06Q

Abstract:
A method for automatically interpreting a non-interactive electronic message, comprising the steps of:(a) receiving the electronic message from a source;(b) interpreting the electronic message using a rule base and case base knowledge engine;(c) classifying the electronic message as at least one of (i) being able to be responded to automatically; and (ii) requiring assistance from a human operator;(c1) further categorizing the electronic message into at least one of a plurality of sub-categories based on subject matter content of the electronic message;(c2) prioritizing the sub-categorized electronic message into at least one of a plurality of priorities based on the subject matter content of the electronic message wherein a higher priority indicates that the human operator should process the associated electronic message before processing lower prioritized electronic messages;(d) retrieving one or more predetermined responses from a repository, the predetermined responses being proposed for delivery to the source;(e) forwarding the electronic message and the predetermined response to the human operator when the classification step indicates that a response to the electronic message requires assistance from a human operator; and(f) delivering the predetermined response to the source when the human operator deems the response appropriate,wherein the plurality of priorities of a product service sub-category include at least one of (i) fraud and lost products; (ii) sensitive information; (iii) general information; and (iv) user comments.