Abstract: A computer-implemented method, system and computer program product for maintaining a target accuracy level. A target accuracy level is received. Thresholds including ongoing adjustable automation thresholds for categories are computed based on the target accuracy level. Data is received and a classification score for the categories is generated with respect to the data based on a category knowledgebase. Furthermore, a classification score is detected for a category with a higher classification score than other categories of the plurality of categories that exceeds an ongoing adjustable automation threshold. A reply to the data is automatically sent out based on the category with the higher classification score. The action, the suggestion list, and corresponding received feedback are monitored to generate a historical performance dataset. An actual accuracy level is then determined based on the historical performance dataset.

Abstract: A computer-implemented method, system and computer program product for maintaining a target accuracy level. A target accuracy level is received. Thresholds including ongoing adjustable automation thresholds for categories are computed based on the target accuracy level. Data is received and a classification score for the categories is generated with respect to the data based on a category knowledgebase. Furthermore, a classification score is detected for a category with a higher classification score than other categories of the plurality of categories that exceeds an ongoing adjustable automation threshold. A reply to the data is automatically sent out based on the category with the higher classification score. The action, the suggestion list, and corresponding received feedback are monitored to generate a historical performance dataset. An actual accuracy level is then determined based on the historical performance dataset.

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.

Abstract: A system for stemming words of Semitic languages, the system including an affix scanner configured to scan a word of a Semitic language for at least one affix according to a predefined scanning sequence and determine if at least one predefined scanning criterion is met, and a stemmer configured to remove the affix from the word if the predefined scanning criterion is met.

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.

Abstract: A system and method for classifying text includes a pre-processor, a knowledge base, and a statistical engine. The pre-processor identifies concepts in the text and creates a structured text object that contains the concepts. The structured text object is then passed to a statistical engine, which applies statistical information provided in nodes of a knowledge base to the structured text object in order to calculate a set of match scores, each match score representing the relevance of the text to an associated one of a plurality of predefined categories. The pre-processor may be implemented in the form of an interpreter which selects and executes a script that includes language- and scenario-specific instructions for performing linguistic and semantic analysis of the text.

Abstract: A system for stemming words of Semitic languages, the system including an affix scanner configured to scan a word of a Semitic language for at least one affix according to a predefined scanning sequence and determine if at least one predefined scanning criterion is met, and a stemmer configured to remove the affix from the word if the predefined scanning criterion is met.

Abstract: A system and method for classifying text includes a pre-processor, a knowledge base, and a statistical engine. The pre-processor identifies concepts in the text and creates a structured text object that contains the concepts. The structured text object is then passed to a statistical engine, which applies statistical information provided in nodes of a knowledge base to the structured text object in order to calculate a set of match scores, each match score representing the relevance of the text to an associated one of a plurality of predefined categories. The pre-processor may be implemented in the form of an interpreter which selects and executes a script that includes language- and scenario-specific instructions for performing linguistic and semantic analysis of the text.

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.

Abstract: A system and method for electronic communication management comprises a universal data model, a modeling engine, and an adaptive knowledge base. The modeling engine includes a natural language processor and a statistical modeler. A communication is translated from its native format into the universal data model. The modeling engine determines the intent of the communication using the natural language processor and the statistical modeler. A response is generated, either automatically or by an agent. An audit module analyzes each response and provides feedback to the modeling engine and the adaptive knowledge base. The modeling engine uses the feedback to update models in the adaptive knowledge base. The modeling engine supports various application specific modules.

Abstract: A system and method for electronic communication management comprises a universal data model, a modeling engine, and an adaptive knowledge base. The modeling engine includes a natural language processor and a statistical modeler. A communication is translated from its native format into the universal data model. The modeling engine determines the intent of the communication using the natural language processor and the statistical modeler. A response is generated, either automatically or by an agent. An audit module analyzes each response and provides feedback to the modeling engine and the adaptive knowledge base. The modeling engine uses the feedback to update models in the adaptive knowledge base. The modeling engine supports various application specific modules.

Abstract: A system and method for classifying text includes a pre-processor, a knowledge base, and a statistical engine. The pre-processor identifies concepts in the text and creates a structed text object that contains the concepts. structured text object is then passed to a statistical engine, which applies statistical information provided in nodes of a knowledge base to the structured text object in order to calculate a set of match scores, each match score representing the relevance of the text to an associated one of a plurality of predefined categories. The pre-processor may be implemented in the form of an interpreter which selects and executes a script that includes language- and scenario-specific instructions for performing linguistic and semantic analysis of the text.

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.