Patent ID: 8243893

Claim:
A computer system comprising: at least one computer; and at least one non-transitory computer-readable medium coupled to the at least one computer having instructions stored thereon which, when executed by the at least one computer, cause the at least one computer to perform operations comprising: receiving, by at least one computer of a communication service and from a customer, a natural language query directed to a business, the communication service facilitating communication between a plurality of customers including the customer and a plurality of businesses including the business to which the natural language query is directed; identifying, by at least one computer of the communication service and from among the plurality of businesses, the business to which the natural language query is directed based on at least one attribute of the natural language query; in response to identifying the business to which the natural language query is directed, automatically generating, by at least one computer of the communication service, a reply message to the natural language query based on a predefined list of appropriate replies specific to the identified business; and sending, from at least one computer of the communication service to the customer, the generated reply message.