E-mail response system

US7756878B2 · kind B2 · utility

Assignee

• AT&T Intellectual Property I, L.P. · US

Inventors

• David Findley · Saint Peters, US
• Karthik Kannan · Los Altos Hills, US
• Srinivas Cherukuri · Chesterfield, US
• Robert F. Meyer · Redmond, US
• Amy Hicks · Belleville, US
• Benjamin E. Droney · Overland, US
• Ying Ma · Beijing, CN

Key dates

• Filing date: Mar 31, 2005
• Grant date: Jul 13, 2010
• Expiry date: Jul 4, 2026

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q10/107
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A system and method for processing e-mail is provided wherein an e-mail is received from an originator or a customer, a routing destination is determined and responses to the e-mail are retrieved from a library based on the selected routing destination. Customer data is then accessed and the responses are filtered based on customer information that is extrinsic to the e-mail. An agent can select a response from the list of filtered responses and the selected response can be sent to the originator.