NLP meets SRM

Knova Software has announced Version 6.5 of its service resolution management (SRM) application suite. A main component is a new version of Knova’s natural language search engine.

Some highlights of Knova’s new offering include:

Knova Field Service, a mobile support application that enables field service professionals to quickly resolve customer issues on-site;

a new authoring and content management feature that supports personalization and compliance goals;

extended international language support and localization capabilities for global deployments;

an “Answer Excerpts” feature that matches query intent to the most relevant section of a document; and

conceptual proximity indexing, which is said to go beyond both keyword and sentence-level indexing to improve relevance in search results by considering not only conceptual matching but also the proximity of concepts to each other.