Patent Document ID: 20100011021
Application ID: 12171669
Patent Status: 0

Claim One:
1. A method for the creation of a context map with respect to a customer, the said method comprising: receiving of a plurality of transactions associated with said customer, wherein said plurality of transactions include a plurality of voice calls made and received by said customer, a plurality of text messages sent and received by said customer, a plurality of web pages browsed by said customer, a plurality of emails sent and received by said customer, a plurality of images captured by said customer, a calendar information as part of personal information updated by said customer, a plurality of products bought by said customer, a plurality of services subscribed to by said customer, and a plurality of enquiries made to a contact center regarding said plurality of products and said plurality of services, receiving of a database of customer ontology, wherein said database of customer ontology includes a plurality of domain specific entities, a plurality of relationships among said plurality of domain specific entities, and an annotation of each of said plurality of relationships, wherein said annotation of a relationship of said plurality of relationships includes a plurality of correlation descriptions among a plurality of entities associated with said relationship, analysis of said plurality of transactions with respect to said database of customer ontology to determine a database of entities with respect to said customer, and analysis of said plurality of transactions associated with said customer and said database of entities with respect to said customer to determine said context map with respect to said customer.