Re: [ba-unrev-talk] Automated Email-based CHAT-FAQ Expert System
John Maloney wrote: (01)
> There are commercial offerings that may provide some context for (the
> auto-email-faq) initiative. There are many others. Most offerings provide
> for Users, AnswerBot and Experts and have been around for quite some
> time. For example:
>
> http://www.tacit.com (02)
Awesome example of what a demo should look like. Pop in, watch an
animated screen presentation with voice-over, and get the main ideas
in a hurry:
* Based on an html search engine
* Does keyword search for people
* Lets you describe the problem, and then either
a) Creates a contact list of knowledgeable people, or
b) Sends an email to potentially knoweldgeable people. (03)
(I couln't quite hear the audio well enough to tell -- my problem, I think. (04)
In any case, there is a rich opportunity here for intelligence, although
I suspect they are doing straight keyword matching.) (05)
* Extracts keywords from the messages you send.
That part is *very* interesting. It figures out what you know and
makes a list of those keywords. You then select which ones you
want to publish. (How you know when to visit the list to change
your options, though, I'm not sure.) (06)
> http://www.orbitalsoftware.com (07)
MUCH drier presentation. Bunch of pages with lots to read, and the
occasional too-small-to-read, non-expandable screenshot. These sites
are teaching me about the right way to do marketing! (08)
Bullet points:
* Ask and answer questions
* Search for existing questions and answers
* Escalate and route questions to experts
* Find people with specific expertise (09)
They're saying the right things, here. (010)