Patent ID: 7613717

Claim:
A method executable by an automated system without requiring intervention by a human user, comprising: associating values with a plurality of predefined words; defining a user-defined data type having one or more data structures for storing said predefined words and associated values; invoking a first routine associated with the user-defined data type to load the predefined words and respective values in the one or more data structures; receiving from a client system customer feedback in the form of textual comments that originate with a human customer of an enterprise; comparing words in the customer feedback with said predefined words; invoking a second routine associated with the user-defined data type to calculate a score based on an identification of at least one word in the customer feedback as equivalent to one of said predefined words contained in the one or more data structures and the value of said equivalent one of said predefined words; presenting an indication to rate said customer feedback to a customer representative for said enterprise, said indication being based on said score.