System and method for electronic communication management

A method for managing electronic communications in a computer network, the method comprising:

• receiving a communication from one of a plurality of dissimilar communications channels over the computer network;
• analyzing the communication at a computer coupled to the computer network to determine an intent of the communication, and automatically retrieving a model based on the intent of the communication;
• generating a predicted response to the communication using the retrieved model;
• generating an actual response to the communication based on the intent of the communication;
• and
• comparing the actual response to the predicted response to provide feedback, which is used to update the model, so as to improve subsequent predicted responses to communications received over the computer network.

A method for processing a relationship event in a computer network, the method comprising:

• receiving the relationship event over the computer network;
• analyzing the relationship event at a computing device coupled to the computer network to identify concepts in the relationship event;
• building an event model of the relationship event using the identified concepts;
• mapping the event model to models in a knowledge base to generate category scores;
• and
• routing the relationship event over the computer network for action based on the category scores.

A computer-readable medium having a program embodied thereon, the program being executable by a computer to perform a method for electronic communication management, the method comprising:

• receiving a communication from one of a plurality of dissimilar communications channels;
• analyzing the communication to determine an intent of the communication, and automatically retrieving a model based on the intent of the communication;
• generating a predicted response to the communication using the retrieved model;
• generating an actual response to the communication based on the intent of the communication;
• and
• comparing the actual response and the predicted response to provide feedback, which is used to update the model, so as to improve subsequent predicted responses to communications.

A computer-readable medium having a program embodied thereon, the program being executable by a computer to perform a method for processing a relationship event, the method comprising:

• receiving the relationship event;
• analyzing the relationship event to identify concepts in the relationship event;
• building an event model of the relationship event using the concepts;
• mapping the event model to models in a knowledge base to generate category scores;
• and
• routing the relationship event over the computer network for action based on the category scores.

A system for electronic communication management, comprising:

• means for receiving a communication from one of a plurality of dissimilar communications channels;
• means for analyzing the communication to determine intent, and automatically retrieving a model based on the intent of the communication;
• means for predicting a response to the communication using the retrieved model, and for generating a predicted response;
• means for preparing a response to the communication based on the intent of the communication, and for generating an actual response;
• and
• means for comparing the actual response and the predicted response to provide feedback, which is used to update the model, so as to improve subsequent predictions.

A system for electronic communication management, comprising:

• a contact center configured to send and receive communications via dissimilar communication channels;
• a modeling engine configured to analyze a received communication to determine an intent, and further configured to retrieve a model based on the intent;
• an adaptive knowledge base configured to store models;
• and
• a feedback module configured to compare a response predicted by the modeling engine in conjunction with the models in the adaptive knowledge base and an actual response to the received communication to generate feedback, the feedback being used to continuously update the models in the adaptive knowledge base such that the system learns from each received communication, in order to improve subsequent predicted responses to received communications.

A method for computerized analysis of communications using computer-generated adaptive models, comprising:

• receiving a communication via one of a plurality of dissimilar communications channels;
• analyzing content of the communication on a computer to identify at least one concept of the communication;
• creating a model of the communication using the at least one concept;
• comparing the model of the communication to a set of adaptive models to generate a predicted response to the communication using the model
• generating an actual response to the communication based on the concept of the communication;
• comparing the predicted response and the actual response to generate feedback;
• and
• using the feedback to update at least one of the set of adaptive models such that the set of adaptive models learns with each received communication, in order to improve subsequent predicted responses to received communications.

A system for electronic communication management, comprising:

• a contact center configured to send and receive communications via dissimilar communications channels;
• an adaptive knowledge base configured to store models;
• a modeling engine configured to analyze a received communication to determine an intent, to prepare a model of the communication based on the intent, and to compare the model of the communication with the models stored in the adaptive knowledge base to generate a predicted response;
• and
• a feedback module configured to compare the predicted response with an actual response to the received communication to generate feedback used by the adaptive knowledge base to update at least one model such that the system learns from the received communication, in order to improve subsequent predicted responses to received communications.

A method for real-time learning in a computerized communication management system, comprising:

• receiving a communication using one of a plurality of dissimilar communications channels;
• creating a model of the communication on a computer;
• comparing the model of the communication to a set of adaptive models to generate a predicted action in response to the communication;
• comparing the predicted action with an actual action in response to the communication to generate feedback;
• and
• continuously updating the set of adaptive models according to the feedback so as to improve subsequent predicted responses to received communications.

A method for real-time modeling of communications in a computerized communication management system, comprising:

• receiving a communication from one of a plurality of dissimilar communications channels;
• creating a model of the communication on a computer;
• comparing the model of the communication to a set of adaptive models to determine a category for the communication;
• comparing the determined category with an actual category for the communication to generate feedback;
• and
• continuously updating the set of adaptive models according to the feedback, so as to improve subsequent predicted responses to received communications.