Improving Content in the IntelliResponse Knowledgebase

There are a variety of ways that IntelliResponse helps to improve the quality of answers:

• Visitor rating - answers that are rated poor are the first candidates for improvement.
• No answer - when no answer was matched to the question, it identifies content gaps in the knowledge base.
• Advanced linguistics analysis - IntelliResponse has a sophisticated linguistics algorithm called "response quality" that assesses the quality of the answer to the question. It is very effective at identifying poor quality answers which are the most important to improve.
• Response accuracy estimation in SmartSource - every month in SmartSource, or KBAs take a sample set of questions asked and manually assess the answer given - this creates the "estimated answer accuracy" - this is used to identify content gaps.
• Agent feedback - agents are able to submit real time feedback on answer quality, and even to provide suggested answers to the knowledgebase.