Patent Document ID: 9785715
Application ID: 15582209

Base Claim:
1. A computer-implemented system comprising: a digital processing device comprising: at least one processor, an operating system configured to perform executable instructions, a memory, and a computer program including instructions executable by the digital processing device to create a social query response application comprising: a) a software module monitoring queries from users, each query submitted to a vendor via an interactive chat feature of an external electronic communication platform, monitoring human responses to the queries, and monitoring subsequent communications conducted via the electronic communication platform until each query is resolved; b) a software module applying a first machine learning algorithm to the monitored communications to identify one or more queries susceptible to response automation; and c) a software module applying a second machine learning algorithm to the queries susceptible to response automation to identify one or more responses likely to resolve the query.

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Claim 6:
6. The system of claim 1 , wherein the application further comprises a software module providing an administrative interface allowing an administrator to add, remove, and edit automated responses.