The Genesys Content Analyzer classification model is a resource that Classification Server uses to classify email messages and other text objects. A model is associated with a category structure; it contains a statistical representation of each category in the structure. To classify a new message, Classification Server compares it with the representation of each category. The server then returns a list of categories, each of which has a percentage rating of the confidence with which the message can be assigned to that category. Model files are created and refined by training, and they are stored in the Universal Contact Server (UCS) database.
Genesys Knowledge Management: Content Analyzer
Genesys Content Analyzer is an option to Genesys E-mail, requiring an additional license. It adds natural language processing technology to Genesys Knowledge Management.
The Knowledge Manager Overview section provides an outline of the structure of the Knowledge Manager user interface.
Genesys Content Analyzer applies a classification model—a statistical representation of a category tree—to an incoming interaction and produces a list of the categories that the interaction is most likely to belong to. Each likely category is assigned a percentage rating indicating the probability that the interaction belongs to this category.
The process of creating a model is called training. Training operates on a training object, which is a category tree plus a set of text objects, with each text object assigned to one category in the tree.
Import and Export
Genesys Content Analyzer does not have components as such. Rather, it adds functionality to the components of Genesys Knowledge Management:
- It activates Training Server, which has no function in the basic Genesys Knowledge Management but is required for training models.
- It enables Classification Server to categorize incoming interactions using models.
- It enables Knowledge Manager to control the creation of training objects, classification models, and FAQ objects.
The following topics also deal with Genesys Content Analyzer: