Abstract: A system and method for processing a web-based query is provided. The system comprises a web server for transmitting a web form having a text field box for entering a natural language query, and a language analysis server for extracting concepts from the natural language query and classifying the natural language query into predefined categories via computed match scores based upon the extracted concepts and information contained within an adaptable knowledge base. In various embodiments, the web server selectively transmits either a resource page or a confirmation page to the client, based upon the match scores. The resource page may comprise at least one suggested response corresponding to at least one predefined category. The language analysis server may adapt the knowledge base in accordance with a communicative action received from the client after the resource page is transmitted.

Abstract: A system and method for increasing email productivity based on an analysis of the content of received email messages. The system includes a content analysis engine that analyzes the content of a received email message using natural language processing techniques. A prioritization module produces a priority score and a priority level for the message using a prioritization knowledge base. A message sorting module produces a set of suggested folders for the message using a sorting knowledge base. A junkmail module produces a junkman score for the message using a junkmail knowledge base. The prioritization knowledge base, the sorting knowledge base, and the junkmail knowledge base are updated with feedback from the user for each received email message, which allows the system to learn in real-time the user's preferences.

Abstract: A system and method for optimizing timing of responses to customer communications comprises a contact center and an operations center. The operations center includes a decision module that receives each communication and determines whether a partial response, such as an acknowledgement that the communication was received, is required. If a partial response is required, a response module sends a partial response to the sender that indicates the communication was received and preferably includes an estimate of the time required for a full response to the communication. All received communications are forwarded to a queue to await processing by an agent. The decision module determines whether a partial response is required based on an estimate of the amount of time required for a full response. If the time estimate is less than a predetermined threshold, a partial response is not sent and the communication is forwarded to a queue for processing.

Abstract: A system and method for processing a web-based query is provided. The system comprises a web server for transmitting a web form having a text field box for entering a natural language query, and a language analysis server for extracting concepts from the natural language query and classifying the natural language query into predefined categories via computed match scores based upon the extracted concepts and information contained within an adaptable knowledge base. In various embodiments, the web server selectively transmits either a resource page or a confirmation page to the client, based upon the match scores. The resource page may comprise at least one suggested response corresponding to at least one predefined category. The language analysis server may adapt the knowledge base in accordance with a communicative action received from the client after the resource page is transmitted.

Abstract: A software tool for creating, training and testing a knowledge base of a computerized customer relationship management system is disclosed. The software tool includes corpus editing processes for displaying and editing text-based corpus items, and assigning selected categories to individual corpus items. Knowledge base construction processes construct a knowledge base by analyzing a first subset of the corpus items, and testing processes test the knowledge base on a second subset of the corpus items. Reporting processes generate reports containing indicia representative of the testing results, which may be utilized to edit the corpus items and retrain the knowledge base so as to improve performance.

Abstract: A system and method for determining a set of attributes to a communication includes a decision engine, a monitoring module, and application software. The decision engine receives communications and assigns a set of attributes to each received communication. Each communication and associated set of attributes is sent to the communication's corresponding application which processes the set of attributes for performing an action, such as display. The monitoring module monitors an item selected by the system user. The monitoring module may feed the selected item and associated communication back to the decision module. The decision engine may process the feedback on-line or in real-time. The decision module is a learning system that updates classification criteria using feedback. Classification scores associated with each set of attributes may represent an estimate of the statistical likelihood that each attribute is the proper response to the communication.

Abstract: A system and method for automatic task prioritization comprises one or more task queues, a monitoring module, and a decision engine. The decision engine receives tasks and assigns a priority code to each task. Each task is inserted into one of the task queues according to its priority code and the priority codes of other tasks which may be present in the task queues. Agents select tasks to perform from the task queue according to priority guidelines established by a system user. The monitoring module may monitor the order of the tasks selected by the agents and each task's priority code. The monitoring module feeds this information back to the decision module. In one embodiment, the decision module is a learning system that updates stored data using feedback from the monitoring module to determine priority of each task.

Abstract: A software tool for creating, training and testing a knowledge base of a computerized customer relationship management system is disclosed. The software tool includes corpus editing processes for displaying and editing text-based corpus items, and assigning selected categories to individual corpus items. Knowledge base construction processes construct a knowledge base by analyzing a first subset of the corpus items, and testing processes test the knowledge base on a second subset of the corpus items. Reporting processes generate reports containing indicia representative of the testing results, which may be utilized to edit the corpus items and retrain the knowledge base so as to improve performance.

Abstract: A system and method for classifying text includes a pre-processor, a knowledge base, and a statistical engine. The pre-processor identifies concepts in the text and creates a structured text object that contains the concepts. The structured text object is then passed to a statistical engine, which applies statistical information provided in nodes of a knowledge base to the structured text object in order to calculate a set of match scores, each match score representing the relevance of the text to an associated one of a plurality of predefined categories. The pre-processor may be implemented in the form of an interpreter which selects and executes a script that includes language- and scenario-specific instructions for performing linguistic and semantic analysis of the text.

Abstract: In a method for providing a personalized schedule based on calendaring entries, a request is sent to retrieve data for a calendaring entry using a connector and the connector has instructions to permit access to data for a calendaring module and the data for the calendaring module being stored on at least one of local storage of a first remote computer system and storage at a second remote computer system, data is received for the calendaring entry, one or more descriptors are determined from data for the calendaring entry, a database is queried with a query request using at least one of the one or more descriptors, a query result is received for the query request, and the query result is associated with the calendaring entry in a personalized schedule.

Abstract: A system and method for classifying text includes a pre-processor, a knowledge base, and a statistical engine. The pre-processor identifies concepts in the text and creates a structured text object that contains the concepts. The structured text object is then passed to a statistical engine, which applies statistical information provided in nodes of a knowledge base to the structured text object in order to calculate a set of match scores, each match score representing the relevance of the text to an associated one of a plurality of predefined categories. The pre-processor may be implemented in the form of an interpreter which selects and executes a script that includes language- and scenario-specific instructions for performing linguistic and semantic analysis of the text.

Abstract: A computer-implemented method includes reserving blocks of time reflecting a user's selection of one or more proposed meeting times and dates in the user's electronic calendar. Contemporaneously with the user's selections, an e-mail form specifying the proposed meeting times and dates is created. This e-mail form is then transmitted, in response to user command, and specifies the proposed meeting times and dates to one or more invitees. The proposed meeting times and dates may further be transmitted to a server where a virtual meeting instance may be created according to the proposed meeting times and dates.

Abstract: A system and method for classifying text includes a pre-processor, a knowledge base, and a statistical engine. The pre-processor identifies concepts in the text and creates a structured text object that contains the concepts. The structured text object is then passed to a statistical engine, which applies statistical information provided in nodes of a knowledge base to the structured text object in order to calculate a set of match scores, each match score representing the relevance of the text to an associated one of a plurality of predefined categories. The pre-processor may be implemented in the form of an interpreter which selects and executes a script that includes language- and scenario-specific instructions for performing linguistic and semantic analysis of the text.

Abstract: A software tool for creating, training and testing a knowledge base of a computerized customer relationship management system is disclosed. The software tool includes corpus editing processes for displaying and editing text-based corpus items, and assigning selected categories to individual corpus items. Knowledge base construction processes construct a knowledge base by analyzing a first subset of the corpus items, and testing processes test the knowledge base on a second subset of the corpus items. Reporting processes generate reports containing indicia representative of the testing results, which may be utilized to edit the corpus items and retrain the knowledge base so as to improve performance.

Abstract: A system and method for processing a web-based query is provided. The system comprises a web server for transmitting a web form having a text field box for entering a natural language query, and a language analysis server for extracting concepts from the natural language query and classifying the natural language query into predefined categories via computed match scores based upon the extracted concepts and information contained within an adaptable knowledge base. In various embodiments, the web server selectively transmits either a resource page or a confirmation page to the client, based upon the match scores. The resource page may comprise at least one suggested response corresponding to at least one predefined category. The language analysis server may adapt the knowledge base in accordance with a communicative action received from the client after the resource page is transmitted.

Abstract: A system and method for electronic communication management comprises a universal data model, a modeling engine, and an adaptive knowledge base. The modeling engine includes a natural language processor and a statistical modeler. A communication is translated from its native format into the universal data model. The modeling engine determines the intent of the communication using the natural language processor and the statistical modeler. A response is generated, either automatically or by an agent. An audit module analyzes each response and provides feedback to the modeling engine and the adaptive knowledge base. The modeling engine uses the feedback to update models in the adaptive knowledge base. The modeling engine supports various application specific modules.

Abstract: A system and method for optimizing timing of responses to customer communications comprises a contact center and an operations center. The operations center includes a decision module that receives each communication and determines whether a partial response, such as an acknowledgement that the communication was received, is required. If a partial response is required, a response module sends a partial response to the sender that indicates the communication was received and preferably includes an estimate of the time required for a full response to the communication. All received communications are forwarded to a queue to await processing by an agent. The decision module determines whether a partial response is required based on an estimate of the amount of time required for a full response. If the time estimate is less than a predetermined threshold, a partial response is not sent and the communication is forwarded to a queue for processing.

Abstract: A system and method for optimizing timing of responses to customer communications comprises a contact center and an operations center. The operations center includes a decision module that receives each communication and determines whether a partial response, such as an acknowledgement that the communication was received, is required. If a partial response is required, a response module sends a partial response to the sender that indicates the communication was received and preferably includes an estimate of the time required for a full response to the communication. All received communications are forwarded to a queue to await processing by an agent. The decision module determines whether a partial response is required based on an estimate of the amount of time required for a full response. If the time estimate is less than a predetermined threshold, a partial response is not sent and the communication is forwarded to a queue for processing.

Abstract: An automated method of scheduling activities between users having on-line calendar information available to a network, comprises: electronically reading respective on-line calendar information across said network, the respective calendar information being of a plurality of users intended for a planned activity, thereby to find times of mutual availability, and electronically writing to respective on-line calendar information across said network, to reserve a time slot for said planned activity at respective intended users.

Abstract: A system and method for electronic communication management comprises a universal data model, a modeling engine, and an adaptive knowledge base. The modeling engine includes a natural language processor and a statistical modeler. A communication is translated from its native format into the universal data model. The modeling engine determines the intent of the communication using the natural language processor and the statistical modeler. A response is generated, either automatically or by an agent. An audit module analyzes each response and provides feedback to the modeling engine and the adaptive knowledge base. The modeling engine uses the feedback to update models in the adaptive knowledge base. The modeling engine supports various application specific modules.