Mapping actions to tasks within customer service processing systems
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United States of America Patent
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May 24, 2005
Grant Date -
N/A
app pub date -
May 11, 2000
filing date -
Dec 6, 1999
priority date (Note) -
Expired
status (Latency Note)
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Abstract
Methods and apparatus for mapping an action, occurring within a customer servicing computer system, from a meta-level domain to tasks within a system-level domain are described. The actions are defined to have a plurality of data-fields, each of which has attributes. For a subset of the meta-data fields, and for each field within the subset, the mapper key is formed from a portion of the attributes. Each mapper key is compared with a set of task templates. The task templates define a sequence of system-level domain tasks. If there is a match of all the mapper keys with a respective template, then a system-level domain task sequence is formed to give effect to the action as the collective tasks of all task templates.
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