Knowledge Management External Knowledge Management External Knowledge Management usually supports and automates on-line technical support. At the very simplest, it consists of a searchable knowledge base, with email or telephone access to live technical support. More advanced systems use an intelligent parsing system to support email management. An incoming email is parsed using advanced, natural language parsing systems. If the question is recognized as having an answer it the knowledge database, an automated reply is sent. If not, the system intelligently routes the question to the appropriate expert. The answer is forwarded to the customer, and also added to the database, which "learns" and grows. This system can also be applied to internal knowledge management. An intelligent Knowledge Management system grows organically as it learns.
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