Patent ID: 8483382
Filing Date: 2013-07-09
Classification: H04L,H04M

Abstract:
1. A system for responding to queries, said system comprising: an interface for receiving request communications from requesters; an agent platform configured to receive said request communications and to allow agents to provide replies to said requesters; a tracking module for tracking said request communications and said replies; a news module for tracking news events based on information provided by news service feed; a correlation module for correlating increases in the number of request communications relative to a first type of news event over a set time frame; and an analysis module configured to generate a search assistance routine based on said correlated increases in the number of request communications relative to said first type of news event over a set time frame, said search assistance routine configured to assist said agents in responding during a second news event, wherein said search assistance routine is activated when a second news event is detected, having a type similar to said first type of news event.