System and method for electronic communication management

Details System and method for electronic communication management System and method for electronic communication management

2007-09-04

2007-09-04

Hirl, Joseph P (Department: 2129)

Data processing: artificial intelligence

Knowledge processing system

Knowledge representation and reasoning technique

C706S014000, C706S012000

Reexamination Certificate

active

11297197

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.

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