Semantic call notes

1. A method of customer relationship management (“CRM”) implemented in a computer system, the method comprising:

generating, by a natural language processing (“NLP”) engine by a parsing process and in dependence upon a grammar, digitized words from call notes of a tele-agent of a call center;

identifying from the digitized words, a plurality of word candidates for inclusion in a triple, the triple including a subject, a predicate, and an object;

presenting, on a user-interface of the NLP engine, a list of the identified words selectable as a subject for a triple;

receiving, through the user-interface, information indicative of user-selection of a word from the list of the identified words;

generating, by the NLP engine via the parsing process, the triple by associating a particular predicate and a particular object with the word;

storing the triple as a call note in a semantic CRM triple store.

2. The method of claim 1 wherein the semantic CRM triple store comprises a set of triples of description logic comprising knowledge regarding the customer that is available to the tele-agent through the computer system.

3. The method of claim 1 wherein further comprising:

determining whether the triple is recorded in the semantic CRM triple store by asserting against the semantic CRM triple store a query comprising the triple.

4. The method of claim 1 further comprising:

executing by a query engine of the computer system against the semantic CRM triple store a semantic query for a definition of a word recorded in the semantic CRM triple store; and

displaying results of the semantic query.

5. A computer system that implements customer relationship management (“CRM”), the computer system comprising a computer processor operatively coupled to computer memory, the computer processor configured to function by:

generating, by a natural language processing (“NLP”) engine by a parsing process and in dependence upon a grammar, digitized words from call notes of a tele-agent of a call center;

identifying from the digitized words, a plurality of word candidates for inclusion in a triple, the triple including a subject, a predicate, and an object;

presenting, on a user-interface of the NLP engine, a list of the identified words selectable as a subject for a triple;

receiving, through the user-interface, information indicative of user-selection of a word from the list of the identified words;

generating, by the NLP engine via the parsing process, the triple by associating a particular predicate and a particular object with the word;

storing the triple as a call note in a semantic CRM triple store.

6. The computer system of claim 5 wherein the semantic CRM triple store comprises a set of triples of description logic comprising knowledge regarding the customer that is available to the tele-agent through the computer system.

7. The computer system of claim 5 further configured to determine whether the triple is recorded in the semantic CRM triple store by asserting against the semantic CRM triple store a query comprising the triple.

8. The computer system of 5 wherein the computer processor is further configured to:

execute by a query engine of the computer system against the semantic CRM triple store a semantic query for a definition of a word recorded in the semantic CRM triple store; and

display results of the semantic query.

9. The method of claim 1 , wherein generating the triple further comprises:

receiving a second user-selection associated with at least one of: the particular predicate or the particular object; and

generating the triple based at least on the second user-selection.