Query Refinement

When you initiate a keyword search, you get back a set of documents. The keyword search engine stops there. You are left with the frustrating task of selecting relevant information from among the hundreds of documents returned.

By contrast, the k-Commerce Support Enterprise system begins where the standard search engine leaves off. Armed with some exceptional tools, the Knowledge Gateway helps you make some intelligent decisions regarding the information you are looking for.

The system helps you through a process called query refinement, which is the defining feature of the Knowledge Gateway. Query refinement represents a breakthrough—a paradigm change—in knowledge retrieval. This change reflects a major shift from the keyword search to an intelligent, conversation-driven, concept-sensitive search.

Query refinement means that the system generates questions dynamically when the documents are returned from Site Server or Lotus Notes. In effect, the system asks you questions, based on your knowledge of the subject matter and prompts you to narrow your search, . The system works together with you to provide a guided solution, rather than requiring that you to browse through documents that might, or might not be relevant.

The key features of the Knowledge Gateway, described in more detail below, establish it as a formidable knowledge management tool in support of Customer Relationship Management (CRM) applications.

The Conversational Search is not new. Inference was the first to develop and patent it several years ago. Its long-standing CBR product based on structured cases is well known.

The Knowledge Gateway is designed to extend this patented technology by offering an alternative to structured cases. In effect, the Knowledge Gateway leverages an organization’s knowledge resources, making the wealth of information more useful to more people.