Patent ID: 7512580

Claim:
A method, comprising: determining a confidence indicator (CI) for at least one candidate class for an incoming message received in a response management system, each CI being a function of a comparison between previous selections of the candidate class and previous suggestions of the candidate class for previous messages having one or more similar features, wherein each determined CI represents a likelihood that the corresponding candidate class matches the incoming message, wherein the response management system comprises at least one computer and at least one knowledge base, wherein the at least one knowledge base comprises information related to previous selections of the candidate class and previous suggestions of the candidate class for previous messages having one or more similar features, and wherein determining the CI is performed at the at least one computer using the at least one knowledge base; identifying at the at least one computer one or more candidate classes that match the incoming message based on class weights that are functions of each of the determined CIs; calculating at the at least one computer a classification accuracy measure that is a function of the class weights; selecting at the at least one computer between a manual and an automatic classification mode of operation by comparing the calculated classification accuracy measure to a predetermined threshold; and generating at the at least one computer an electronic message for transmission by the response management system in response to the received incoming message, wherein the generated electronic message includes information related to at least one of the identified candidate classes.