Supervised learning is used to develop a computer program that can automatically
route or respond to electronic communications assuming the existence of an appropriate
formal scheme for categorizing incoming electronic communications. A method is
described by which such a categorization scheme for electronic communications can
be constructed. The method is based on an analysis of factors having an impact
on the categorization scheme from both the business domain and the technology domain.
The problem solved by this method is a new one that is only now emerging as automated
methods of routing communications based on supervised learning are becoming feasible.
Among other uses, this method may be practically employed as a disciplined way
of carrying out consulting engagements that call for setting up and maintaining
categorization schemes for electronic communications.
