Abstract: A three phase process and system is disclosed for automatically and adaptively filtering and classifying electronic text-based messages, such as e-mail, e-commerce transactions, CGI forms, and optically scanned and textualized written and facsimile messages. In the first phase of processing, the message is subjected to one or more feature extraction methodologies. The output signals from the first phase are then clustered in the second phase of processing using one or more clustering methodologies. The second phase yields a suggested five characteristics of the message: attitude, issue or problem, request, customer type, and author education level. In the third phase, a human operator interface presents the original message along with the proposed properties and allows an operator to correct or tune the properties, and corrections and tuning being fed back into the network of a feature extraction and clustering methodologies.

Abstract: A process and system is disclosed for automatically and adaptively retrieving information from a database and transmitting reply messages based on the content of a received message, such as an e-mail, CGI form, or facsimile document. In one step of the process, an enhanced e-mail editor user interface is employed to display the original message, the system's adaptive analysis results, and the automatically generated reply message so that a user may review the reply, modify the analysis results, and modify the reply message. The process then learns the changes indicated, and updates the adaptive analysis steps which analyze the received messages. In so doing, future reply messages are increasingly more accurate and correct. After the is adaptive algorithms have been sufficiently trained through the user intervention and correction step, the process and system disclosed is capable of fully autonomous reply generation and transmission.

Abstract: A system and method for automating workflow related to the reception, review, distribution, and disposition of client contact through electronic communications. All types of received contact messages are converted to e-mail messages and automatically processed using natural language processing to generate one or more replies. The original message and the reply(ies) are distributed to one or more workflow automation databases, such as customer care databases, direct mail campaign databases, and sales lead databases, for transmission of the reply(ies) to the originator. The method can be realized in a single database or across multiple databases, located on a single computer platform or distributed across multiple networked computer platforms.