| Tree-Dialog Decision Tree Inference | Methodology for Using Text Processing | |
The Text Processing option in Knowledge Builder provides the means for utilising a natural language interface (e.g. plain English), which extends customer interaction channels to include "free format text" such as Emails, Web forms, SMS Text messages and Instant Messages. This is achieved by extracting the values of Attributes from the free format messages and using them as input to a Knowledge Builder rule-based application. If required the output from such applications can be used to generate and format response messages.
The Text Processing option can also be used to classify and intelligently route free text messages such as Emails and SMS text messages.