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.

Models

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.

Important

Classification, like screening, can operate on any interaction that has text somehow associated with it, whether as the body of the interaction (e-mail, chat), or otherwise (as user data, for example). In practice, it is expected that most interactions that are screened or classified will be e-mail messages; therefore this Guide uses the terms e-mail and message interchangeably to refer to these interactions. In fact whatever is said here about e-mail applies to any interaction that has associated text.

Training Objects

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

You can import and export training objects and models. This is also a means of copying training objects.

Components

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:

• Training
  
• Testing Models
  
• Using and Rating Models
  
• Design and Use Considerations
  
• Language Detection Model
  
• Analyzing Sentiment and Actionability with Content Analyzer
  
• FAQ Objects
  
• Typical Response Times