Patent ID: 8364467

Claim:
A system, comprising: a parser to: parse a received message to identify one or more key terms in the message; a classifier to: compare the one or more key terms, in the parsed message, to one or more key terms in a plurality of previously received messages, where the previously received messages are classified with respect to two or more categories; generate a plurality of scores for the parsed message based on the comparing, where each score, of the plurality of generated scores, indicates a probability that the parsed message is related to a particular one of the two or more categories, where a first score, of the generated plurality of scores, is associated with a first one of the two or more categories, and where a second score, of the generated plurality of scores, is associated with a different second one of the two or more categories, and identify, based on the generated scores, that the parsed message is associated with the first category and the second category; a selector to: select a first previously received message, of the plurality of previously received messages, that is associated with the first category, select a second previously received message, of the plurality of previously received messages, that is associated with the second category, identify a first response message that was used to respond to the first previously received message, and identify a second response message that was used to respond to the second previously received message; and a responder to: provide a third response message, that is responsive to the parsed message and is based on the identified first and second response messages.