INTELLIGENT DATA SEARCH

摘要

A method and system to search a variety of types of documents for material related to concepts expressed in a natural language text. The invention includes analyzing the natural language text to determine an underlying concept (420) and identifying one or more categories (430) of searchable material in a knowledge base that are related to the underlying concept. The invention includes intelligently providing documents from the knowledge base (480) in these categories, both automatically and with the assistance of a customer service agent.