Patent ID: 6898790

Claim:
A method for mapping an action, occurring within a customer servicing computing system, from a meta-level domain to tasks within a system-level domain, the method comprising the steps of: (a) defining an action to have a plurality of meta-data fields, each said meta-data field having attributes; (b) defining a set of task templates in said system-level domain, each template defining a sequence of tasks; (c) for a subset of said meta-data fields, and for each field within said subset, forming a mapper key from a portion of said attributes; (d) comparing each said mapper key with said set of templates existing in the system-level domain to identify a match; and (e) forming a system-level task sequence to give effect to said action as the collective tasks of each matched template, whereby, for at least said subset of meta-data fields, at least one said attribute of each meta-data field describes a mandatory value, and said comparing step (d) is performed such that, if a direct match is not obtained, then the number of attributes is reduced and the comparison is repeated until there is a match, the minimum number of attributes that can achieve a match being said mandatory value.