Content Analyzer Overview

Genesys Content Analyzer is an optional enhancement to Genesys Knowledge Management. It analyzes incoming interactions using natural-language processing. The result of analysis is assignment to one or more categories of the category structure (except for those categories that have the Use in Classification check box cleared).

Genesys Content Analyzer creates its analysis algorithms by training: that is, by working its way through a number of e-mails that are classified according to the category system.

Training operates on a training object, which is a category tree plus a group of e-mails classified using that category tree.

The result of training is a model.

The functionality of Genesys Content Analyzer resides in the components of Knowledge Management: Classification Server (uses models to classify interactions), Training Server (trains and evaluates models), and Knowledge Manager (controls the processes of training and evaluation).

Use the following tabs to control the functions of Genesys Content Analyzer:

The "Genesys Knowledge Management: Content Analyzer" chapter of the Multimedia 7.6 User's Guide is a complete description of Genesys Content Analyzer functionality.