Abstract: A method and system for analyzing natural language text to identify a set of categories of data in a knowledge base associated with the natural language text and selecting a category from the set of categories is provided. The method and system further provides automatically providing a single category if the set of categories only contains the single category. The method and system also provides that each category in the knowledge base is associated with a stored text representation of a sample natural language text and a score for the text representation-category combination, wherein the score is representative of a relative relevance of the text representation-category combination. The method and system further provide for modifying the score associated with the text representation-category combination of a selected category using feedback provided upon the selection.

Abstract: A method, system, computer system, computer program product and application programming interface to search a variety of types of documents for material related to concepts expressed in a natural language text. The invention includes analyzing the natural language text to determine an underlying concept and identifying one or more categories of searchable material in a knowledge base that are related to the underlying concept. The invention includes intelligently providing documents from the knowledge base in these categories, both automatically and with the assistance of a customer service agent.