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Parsing of nested internet electronic mail documents
| Details |
Inventors: Buford, John F.; Huang, Xiaolan;
Assignee: Verizon Laboratories Inc. (Waltham, MA)
Primary Examiner: Gaffin; Jeffrey
Assistant Examiner: Veillard; Jacques
Attorney, Agent or Firm: Suchyta, Esq.; Leonard C. Palmieri, Esq.; Joseph R. Rader, Fishman & Grauer PLLC
A system and method for automatically processing and responding to large volumes of customer complaints regarding Unsolicited Commercial Email (UCE) and other service disruptions. The complaints include one or more electronic mail (email) documents, each email document including a header and body portion. The process parses the header and body portions from each email document, normalizes the header and body portion by stripping unwanted characters, and extracts specific information relating to the email document from the source of the complaint. The extracted information can be input to a database that can be accessed by the Customer Support Center (CSC) of the Internet Service Provider (ISP). |
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DETAILED DESCRIPTION One aspect of the present invention is to provide a web-based reporting/ticketing application for Tier 1 ISP customer email complaints.
Another aspect of the present invention is to provide an application that performs analysis of the structure of email that contains multiple embedded email by parsing of nested Internet electronic mail documents.
Because the majority of complaints involve the delivery of unsolicited commercial email (UCE) or spam, the present invention focuses on the processing of spam complaints.
However, the principles of the present invention can be applied to the automatic processing of other forms of complaints.
First, the ISP help desk retrieves a complaint regarding an incident from a customer over a computer network, such as the Internet, and the like.
The complaint includes one or more nested electronic mail documents and may include, for example, the header and body portions for a UCE and UseNet complaint, trace information from the IP address for a security-related complaint, and the like.
The complaint is automatically parsed into a plurality of components, such as a header and a body.
The specific fields in the header and body are located and information regarding the complaint is extracted.
The extracted information may be input as a record in a database for further examination by the ISP help desk.
The ISP help desk may also categorize the complaint to determine an appropriate course of action with respect to the source of the complaint.
The system and method of the invention can be summarized in a few basic steps as follows: 1) retrieving a complaint with one or more nested electronic mail documents from a complainant over a computer network; 2) parsing or separating of the nested electronic mail documents into a plurality of message components, such as a header and a body of the email using a separator; 3) normalizing the spam email for converting at least one of the message components into a common presentation format by stripping unwanted characters using a normalizer; and 4) using an analysis protocol on the spam email to analyze the message components by way of the common presentation format and extract specific information of the message, such as an IP address, a domain name, and an electronic mail address using an extractor
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