Patent Document ID: 7606714
Application ID: 10939288

Base Claim:
1. A computer-implemented method comprising: receiving a set of conversations between a member of a first party type and a member of a second party type, wherein each of the conversations includes a communication of a member of the first party type and a communication of a member of the second party type that is responsive to the communication of the member of the first party type; grouping the communications of members of the first party type into a first set of clusters; grouping the responsive communications of members of the second party type into a second set of clusters based upon the grouping of the communications of members of the first party type; and by machine, generating a set of agent type classifiers for one or more clusters in the second set of clusters, wherein generating is a step executed by a computer processor that is a functional component of the computer, said execution being part of execution, by the computer processor, of computer-readable instructions embedded on a computer-readable storage medium.

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Claim 13:
13. The method of claim 1 wherein grouping communications of members of the first party type into a first set of clusters comprises: grouping communications corresponding to requests for information from members of the first party type into a first set of clusters.