Inventors:
Yoram Nelken - San Francisco CA, US
Ronen Hod - Jerusalem, IL
Amir Navot - Jerusalem, IL
Sam Michelson - Jerusalem, IL
Randy Jessee - Tracy CA, US
Tsachy Shacham - Jerusalem, IL
Beth Lanin - Jerusalem, IL
Nissan Hajaj - Foster City CA, US
Avi Margalit - Jerusalem, IL
Josemina Magdalen - Jerusalem, IL
Dani Cohen - Jerusalem, IL
Assignee:
International Business Machines Corporation - Armonk NY
International Classification:
G06F 15/00
G06F 15/18
Abstract:
A software tool for creating, training and testing a knowledge base of a computerized customer relationship management system is disclosed. The software tool includes corpus editing processes for displaying and editing text-based corpus items, and assigning selected categories to individual corpus items. Knowledge base construction processes construct a knowledge base by analyzing a first subset of the corpus items, and testing processes test the knowledge base on a second subset of the corpus items. Reporting processes generate reports containing indicia representative of the testing results, which may be utilized to edit the corpus items and retrain the knowledge base so as to improve performance.