Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Lorenzo on March 18, 2010, 11:01:32 AM

Title: Content analyzer vs screening rules
Post by: Lorenzo on March 18, 2010, 11:01:32 AM

Hello,

What is the difference between using screening rules (included for free in the Genesys email solution) and adding the optional Content Analyzer item ?
What does Content Analyzer offer that screening rules can't ?

Thank u for your help

Title: Re: Content analyzer vs screening rules
Post by: YevgeniyP on March 21, 2010, 05:48:00 PM

Two significantly different things.

Screening allows you to identify the presence of particular string or pattern (using regular expression syntax) in the text (email or any other text-based message).

Classification allows you to classify the message against predefined category tree using classification model. Result of classification may represent not one but many categories with corresponding confidence level. To create your custom classification model you need a set of samples manually categorized against your category tree. Based on these samples Training server can build the model and Classification server will use this model for classification. You do not need to know details how classification works, just use it as automated mechanism that will classify all new messages in a similar way, how it was done in the set of manually categorized samples. Feedback from the agents also important (but not mandatory) aspect of good classification model.
If you have noew category, you do not need to implement new rule, but just provide samples of emails from this category.