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Abstract

Herein is disclosed an ontology solution that may incorporate four main stages, including training, ontology administration, ontology tagging, and ontology analytics. The training step involves internal machine learning in which the system learns the customer's specific domain. An initial ontology is passed to the ontology administration step where a user reviews the initial ontology and refines it to create a refined ontology. The refined ontology is then stored and passed to the tagging module. Tagging is a continuous online process that uses the ontology to tag tracked items in incoming interactions, and stores the tagged interactions in a persistent repository. Finally the tagged interactions are then used by the analytics module to analyze and extract business data based on an enhanced formulization of a company's internal knowledge and terminology.

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First Claim