Oracle Otc Subsidiary LLC

Rightnow Technologies, Inc.

Stephen D Durbin

Douglas K Warner

James Neal Richter

Greg Gianforte

J Neal Richter

A system, method, and computer program product for determining the emotional content of an electronic correspondence to route or prioritize the information, to set the expectations of a customer support worker, to flag those workers who are using inappropriate language with the customer, or to determine another best course to send the correspondence. In a preferred embodiment, a customer sends an electronic correspondence to a company via email. Emotionally charged words or symbols in each sentence are detected. The message is then given an emotional ranking which is used to determine what future action is most appropriate for the correspondence.

Method for routing electronic correspondence based on the level and type of emotion contained therein

The present invention is directed to a system and method for selectively sharing data between different implementations of the same software program in a network environment. The program implementations are otherwise independent with each executing its own private memory space in a single computer or on multiple computers in the network. The present invention enables a first implementation of a program to borrow or utilize data collected, derived or otherwise utilized by a second implementation of the same program.

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Bozeman, MT, United States of America

Stephen D Durbin