At&t Intellectual Property I, L.p.

Benjamin E Droney

Amy Hicks

Karthik Kannan

David Norman Findley

Srinivas Cherukuri

Robert Meyer

Ying Ma

A method includes receiving, at a message processing system that includes a processor and a memory, a message from an originator. The message includes content related to a particular service of a plurality of services. The method includes selecting a set of potential responses to the message at the message processing system based on the particular service. The method also includes retrieving account information related to the originator of the message at the message processing system. The method further includes filtering the set of potential responses at the message processing system to provide a filtered set of responses. The set of potential responses is filtered based on the account information. When a first response has a confidence level that exceeds a threshold confidence level, the method includes sending the first response from the message processing system to the originator of the message without sending the filtered set of responses to an agent.

E-mail response system

A system and method for processing e-mail is provided wherein an e-mail is received from an originator or a customer, a routing destination is determined and responses to the e-mail are retrieved from a library based on the selected routing destination. Customer data is then accessed and the responses are filtered based on customer information that is extrinsic to the e-mail. An agent can select a response from the list of filtered responses and the selected response can be sent to the originator.

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St. Ann, MO, United States of America

Benjamin E Droney