US 9,813,363 B1
Providing data messaging support by intercepting and processing received short message service (SMS) messages at a customer support service
Adam Caldwell, Omaha, NE (US); Jeffrey William Cordell, Omaha, NE (US); and James K. Boutcher, Omaha, NE (US)
Assigned to West Corporation, Omaha, NE (US)
Filed by West Corporation, Omaha, NE (US)
Filed on Oct. 21, 2013, as Appl. No. 14/59,084.
Int. Cl. G06F 15/16 (2006.01); H04L 12/58 (2006.01)
CPC H04L 51/04 (2013.01) 12 Claims
OG exemplary drawing
 
1. A method comprising:
receiving a message at a message processing server;
pre-processing the message to determine a particular contextual classification associated with at least one word included in the message;
assigning the message to a predefined message bucket comprising a plurality of automated responses by selecting at least one of a plurality of different predefined message buckets, wherein one of the predefined message buckets has a higher relevancy rating than the other plurality of different predefined message buckets based on a relevancy rating of the particular contextual classification associated with the at least one word included in the message;
identifying an automated response to the message that includes contextual information that is based on the parsed at least one word from the message; and
processing the message to determine whether to generate the automated response and transmit the automated response to an end user device based on a confidence score;
wherein prior to assigning the message to the predefined message bucket, at least one term in the message is replaced with a known alias term linked to the predefined message bucket.