Abstract: An electronic message processing system in which routing tags are used to determine how electronic messages are routed, distributed, or otherwise processed by the system. The association of a routing tag with an electronic message indicates to the system that the tagged electronic message does not need to undergo classification in order to determine how to process the message. In particular, routing tags are associated with electronic messages which have already been classified and which are subsequently sent out of the system to return at a later time. The routing tag prevents the message from having to be re-classified upon its return to the system. Reducing the number of messages that are classified, or re-classified, is advantageous since the classification process, which typically involves text analysis, is a time consuming process.

Abstract: An electronic message processing system in which routing tags are used to determine how electronic messages are routed, distributed, or otherwise processed by the system. The association of a routing tag with an electronic message indicates to the system that the tagged electronic message does not need to undergo classification in order to determine how to process the message. In particular, routing tags are associated with electronic messages which have already been classified and which are subsequently sent out of the system to return at a later time. The routing tag prevents the message from having to be re-classified upon its return to the system. Reducing the number of messages that are classified, or re-classified, is advantageous since the classification process, which typically involves text analysis, is a time consuming process.

Abstract: An electronic message processing system includes a classification module for classifying electronic messages, such as e-mails and SMS messages, into one or more categories according to their content. In a preferred embodiment, a text analyzer is used to apply a sequence of one or more rule sets to the content of each message. The rule sets to be applied and their order in the sequence is determined by a hierarchical structure. The use of the hierarchical structure reduces the number of rules which must be applied to a given message. Arranging the rules in sets facilitates administration and maintenance of the rules. A further aspect of the invention involves the instantiation of multiple instances of the text analyzer, one instance for each rule set. This allows an appropriate lexical analysis tool, such as a dictionary in an appropriate language, to be used in conjunction with each rule set.

Abstract: An electronic message processing system in which routing tags are used to determine how electronic messages are routed, distributed, or otherwise processed by the system. The association of a routing tag with an electronic message indicates to the system that the tagged electronic message does not need to undergo classification in order to determine how to process the message. In particular, routing tags are associated with electronic messages which have already been classified and which are subsequently sent out of the system to return at a later time. The routing tag prevents the message from having to be re-classified upon its return to the system. Reducing the number of messages that are classified, or re-classified, is advantageous since the classifiaction process, which typically involves text analysis, is a time consuming process.

Abstract: The invention relates to the distribution of electronic messages which fall within one or more message classes or categories. One aspect of the invention provides an electronic message distributing apparatus for distributing electronic messages from a database to one or more agents, the database storing, in respect of each electronic message to be distributes, a set of one or more message classes into which the message is deemed to belong. The apparatus causes the message to be rendered to one or more agents in succession, each having the capability to deal with one or more of the message classes in said set, until the message is processed in respect of all message classes for which there is a capable agent. The invention removes the onus on individual agents to forward messages to other agents if they cannot deal with all aspects of a message themselves. This reduces the likelihood that an inadequate response is sent to the customer.

Abstract: The invention relates to a control module for a computer chat system which includes one or more customer chat clients; one or more agent chat clients; and a chat server arranged to establish an on-line conference between at least one customer chat client and at least on agent chat client, by which conference said chat clients may exchange messages for rendering to respective client users. The control module is arranged so messages received from customers are classified to determine the nature of the message and are then allocated to an agent who has the skill or capability to deal with at least part of the message. Further queries made by the customer in the same chat session also undergo classification and may be allocated to a different agent. In the preferred arrangement, a change from one agent to another is seamless from the point of view of the customer.