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System and Methods for Automated Intelligent Routing of "To Whom It May Concern" Messages Disclosure Number: IPCOM000018959D
Original Publication Date: 2003-Aug-22
Included in the Prior Art Database: 2003-Aug-22
Document File: 1 page(s) / 7K

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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.

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  System and Methods for Automated Intelligent Routing of "To Whom It May Concern" Messages

A single "To Whom It May Concern" message destination can replace a list of potential corporate contact message destinations. Customers can send messages to the "To Whom It May Concern" message destination, rather than attempting to determine for themselves who the appropriate contact message destination is. Using information gleaned from the sender (which could include the message topic/content, sender's location, sender's role and status with the corporation being contacted and other information), the system automatically intelligently routes the message to the most appropriate corporate contact(s) who can handle and respond to the message. A primary advantage of this method is decreased response time to messages, resulting from decreased re-routing/forwarding of messages. Another advantage is broad applicability of this system in many corporations and other organizations, as illustrated in the scenarios presented. These and other advantages are detailed later.

Message Inference Engine The message inference engine uses available data from the standardized message to perform a matching algorithm in which the message is matched to potential recipient(s). Any data in the standardized message might be used as input to the inference engine, including sender, sender's role and status with the organization, sender's location, keywords in the subject and body of the message and so...