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Abstract

A three phase process and system is disclosed for automatically and adaptively filtering and classifying electronic text-based messages, such as e-mail, e-commerce transactions, CGI forms, and optically scanned and textualized written and facsimile messages. In the first phase of processing, the message is subjected to one or more feature extraction methodologies. The output signals from the first phase are then clustered in the second phase of processing using one or more clustering methodologies. The second phase yields a suggested five characteristics of the message: attitude, issue or problem, request, customer type, and author education level. In the third phase, a human operator interface presents the original message along with the proposed properties and allows an operator to correct or tune the properties, and corrections and tuning being fed back into the network of a feature extraction and clustering methodologies. Finally, the architecture of the system is such that feature extraction and clustering methodologies may be added, updated, or removed in a module fashion to allow the system to be customized to various applications and to allow the system to be modernized as new algorithms become available.

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First Claim