E-mail response system

US8145646B2 · 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: May 28, 2010
• Grant date: Mar 27, 2012
• Expiry date: May 28, 2030

Classification

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

Abstract

A method includes receiving, at a message processing system that includes a processor and a memory, a message from an originator. The message includes content related to a particular service of a plurality of services. The method includes selecting a set of potential responses to the message at the message processing system based on the particular service. The method also includes retrieving account information related to the originator of the message at the message processing system. The method further includes filtering the set of potential responses at the message processing system to provide a filtered set of responses. The set of potential responses is filtered based on the account information. When a first response has a confidence level that exceeds a threshold confidence level, the method includes sending the first response from the message processing system to the originator of the message without sending the filtered set of responses to an agent.