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i'm just wondering if the following has been done before, and what level of complexity it represents.
we have a knowledge-base in place where i work.. it's rather big, since the product has been around for quite some time. However its not being used as well as i think it could be.. We get support requests all the time. Now lots of these are actually quite the same in content (i.e. problems related to particular products are often quite similar in nature)
Are there any tools for perl/python/<some other scripting language> that can be used to take content from the request and feed it back into our KB and derive the appropriate info back out..
E.g. typing THE FAT CAT SAT ON THE MAT into a google search will highlight these words in the (probably many) search returns. Could we do the same such that the title or some of the content could be used to extract knowledge from our KB?