Using existing web-based information to generate responses...

Details Using existing web-based information to generate responses... Using existing web-based information to generate responses...

2007-05-29

2007-05-29

Thomson, William (Department: 2194)

Electrical computers and digital processing systems: multicomput

Computer conferencing

Demand based messaging

C709S201000, C709S202000, C709S238000, C719S311000, C719S313000, C719S317000

Reexamination Certificate

active

10109240

ABSTRACT:
Email response management systems (ERMSs) have previously been developed for use with contact centers where email queries are received from customers. These ERMSs have contained pre-configured information suitable for incorporating into email responses. A major problem with this approach is that a large amount of work is required to pre-configure the information and to add that to the ERMS. A method and system are provided for enabling existing web-based information to be used to formulate such responses, not just for email but also for other media such as text chat, SMS, video, and more. The existing web-based information does not need to be altered or dedicated for a particular response management system and contact centre. Rather it can be pre-existing information used for other purposes.

REFERENCES:
patent: 5793964 (1998-08-01), Rogers et al.
patent: 6260050 (2001-07-01), Yost et al.
patent: 6510469 (2003-01-01), Starnes et al.
patent: 6687877 (2004-02-01), Sastry et al.
patent: 6757709 (2004-06-01), Oberdorfer
patent: 6889222 (2005-05-01), Zhao

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