System and Methods for Automated Intelligent Routing of "To Whom It May Concern" Messages
Original Publication Date: 2003-Aug-22
Included in the Prior Art Database: 2003-Aug-22
Determining and locating the appropriate contact within a corporation or other organization, based on the subject matter of a message destined for that contact, typically is left to a human (customer) who typically is presented with a list of potential contacts and is not likely to be familiar with the target corporate structure. Hence, messages are likely to be directed to inappropriate contacts, resulting in delays in responding to the message while it is re-routed (again, via human intervention) to appropriate contacts who can appropriately respond. This invention describes a system to automate this process via intelligent routing of "To Whom It May Concern" messages.