Extract

This white paper focuses on the k-Commerce Support Enterprise Knowledge Gateway that offers some powerful tools to greatly improve the search results you are now getting. The Knowledge Gateway is but one of the distinctive features of Inference’s K-Commerce Support Enterprise

Introduction

How often have you or one of your call-center agents used a keyword search to find a solution to a problem but failed to find the right set of documents? This is a frustrating experience for most people— not because the right documents are not there, they probably are — but because the returned documents number sometimes in the hundreds. From these hundreds you need to guess which keywords will refine your search to get you a workable set of documents and a solution to your problem.

For example, suppose a customer calls complaining that his or her computer displays a message indicating that some kind of driver error has occurred. You decide to do a search to resolve this problem.

In a standard keyword search, you use the words, Driver problem. The search engine would retrieve dozens, if not hundreds, of documents dealing with driver problems. Your options would include sifting through the hundreds of documents, guessing at more effective keywords, or abandoning the search.

So, how do you find the keywords that will connect you to the information you seek?

Imagine a system that does more than give you back a set of documents. Imagine one that guides you through a search by organizing conceptually the documents that return and then by asking you questions to help you refine your search?

The k-Commerce Support Enterprise Solution

Inference’s k-Commerce Support Enterprise solution bridges the gap between the standard keyword search and the highly successful Case-Base Reasoning (CBR) system it has marketed for years. To bridge this gap, Inference developed two unique solutions called the Knowledge Server and the Knowledge Gateway. The Knowledge Gateway, in combination with the Knowledge Server, is a highly intelligent, tightly integrated search system that elevates knowledge retrieval technology to the next level.

The Knowledge Gateway is designed to work closely with Microsoft Site Server and Lotus Notes, two third-party server applications. Both search for and index information located virtually anywhere on an organization’s network. Each application uses keyword searches to access Internet Web sites, document files, ODBC and Lotus Notes databases. These applications work with the Knowledge Gateway to capture information and to incorporate it as a seamless part of the Enterprise Multi-Content Knowledge Base. By improving greatly on the keyword search, the Knowledge Gateway adds significant value to the capabilities that these two leading search platforms can now deliver.

This white paper focuses on the k-Commerce Support Enterprise Knowledge Gateway that offers some powerful tools to greatly improve the search results you are now getting. The Knowledge Gateway is but one of the distinctive features of Inference’s k-Commerce Support Enterprise product.