Patent ID: 7756878

Claim:
A method of processing e-mail, the method comprising: receiving, at an e-mail processing system including a processor and a memory, an e-mail from an originator via a communications network, wherein the e-mail includes content related to a particular service of a plurality of services; automatically retrieving a set of potential responses to the e-mail from the memory of the e-mail processing system, wherein the set of potential responses is determined based on the particular service; automatically retrieving account information related to the originator of the e-mail from the memory of the e-mail processing system; automatically filtering the set of potential responses at the e-mail processing system to provide a filtered and ordered set of responses, wherein the set of potential responses is filtered at least in part based on the account information related to the originator of the e-mail that is retrieved from the memory of the e-mail processing system; and automatically sending a first response from the e-mail processing system to the originator of the e-mail when the first response has a confidence level that exceeds a threshold confidence level to cause an agent not to receive the filtered and ordered set of responses, and when none of the responses has a confidence level that exceeds the threshold confidence level, assigning the e-mail and the filtered and ordered set of responses to the agent.