Autumn 2008

Enhanced search capabilities are built into the latest version of Talisma Knowledgebase, which underpins Talisma's contact centre systems. The company says it improves service quality by providing powerful search technology to contact centre agents and web self-service customers.

Among new features is concept matching, which is said to build a 'conceptual understanding' of content, and ranks search results by relevance to the user's query.

The product also features 'automatic summarisation', which builds and displays summaries dynamically for each document returned, helping users identify the right document before they click to view it.

A new Auto Recommend feature automatically builds hyperlinks between related documents on the basis of a conceptual understanding of content, eliminating manual linking and maintenance. And Direct Link Search Results takes users directly to the relevant section of a document, even extremely long documents, and large PDFs.

 

Talisma Knowledgebase 8.1 is available either as part of the Talisma Customer Interaction Management suite or on its own.