Abstract

Disclosed is a method for improving the quality of Metadata and information resident on an Internet self-service resource such as a knowledge base (KB). The present invention assists in reducing and/or negating the time customer service agents spent to publish their responses to customer inquiries in a KB. An Intelligent Knowledge Base Content Categorizer (IKBCC) accomplishes both these goals by automatically, intelligently, and consistently evaluating the contents of customer service agent (CSA) responses to customer requests. It proactively determines the value of adding a response to the existing database, and methodically produces Metadata to describe each new KB entry. The IKBCC uses an algorithm that factors in variables (such as KB data, CSA information, administrative parameters, etc.), to evaluate whether a KB entry already exists or should be added. It then determines the nature of the Metadata to describe the added entries. This invention works as an integral part of an overall Internet self-service offering. And its method of indexing agent responses provides end users with a KB that allows them timelier, more relevant query feedback, by categorizing and organizing the data within an available Internet self-service resource.