Frequently Asked Questions
Support Intelligence

What kind of information does the Support Intelligence Engine search and process?

Support cases, service notes, user forum posts, technical manuals, training material, known issues, and other related knowledge sources.

Which languages are supported?

Our primary language is English. However, the functionality to search and process other languages can be added on request.

How long does the training take?

The engine training takes only a couple of hours. Some manual fine tuning is usually required to improve the quality of search results.

Do I need to supervise the training?

No, the Support Intelligence Engine learns the vocabulary of your company’s business domain by analyzing a corpus of relevant information sources—for example, existing support cases and product documentation—in an unsupervised machine-learning approach. The engine can also learn by analyzing support-agent ratings of results according to relevancy. The system continuously analyzes the ratings and learns which support-case fields to give most weight to when ranking top results for subsequent searches.

How long does it take before I get a working Support Intelligence Engine?

It takes only a few days to get a fully functioning Support Intelligence Engine. Collaborating with subject-matter experts to update the engine might be necessary for more accurate search results.

How does the engine handle irrelevant text in support cases?

All support cases are automatically filtered so that irrelevant text, such as generic introductions, greetings, and email signatures, and duplicate text are removed. The Support Intelligence Engine identifies variations of this type of text throughout all support cases, without requiring exact text searches for each variation.

How are the search results visualized?

Extracted results can be exported as structured output (.xml, .json, and .csv), which can be directly integrated into your company's existing system through the engine's REST API. The engine itself does not include a user interface—the results of the data extraction feed into your support management workflow, affecting information that your support agents view in their user interfaces.

Is the engine easily retrained?

As new product names, feature names, and other technical terms enter the jargon of your agents and customers, the Support Intelligence Engine can be easily retrained (for example, every 6 or 12 months) in the updated domain vocabulary of your business. Retraining can be done in parallel with normal functioning of the engine and takes only a few hours.

How does the engine integrate into my existing support case software?

The engine can be integrated into your existing system as a back-end solution through its REST API.

How is the engine deployed?

The engine can be installed on your own server—on your company’s premises or in your private cloud—or a third-party server. Third-party cloud production environments are currently operating on Google Compute Engine (GCE) and Amazon Web Services (AWS) instances.

Deployment configurations

  • Standalone JVM distribution, JRE version 8+
  • Docker Engine

Minimum system resources

For a single instance of the engine:

  • 8 GB RAM
  • 1 core

SSD space requirements are negligible.

Still have some questions? Contact us to get the answers!