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Using an automated knowledge agent for reference and customer service.

Knowledge agents are software tools that sift through data to retrieve answers to questions. These agents may take many forms, including verbots, chatterbots, and intelligent agents. They have character and personality and reply to natural language inquiries. Agents “learn from their mistakes” and “grow smarter” when their programmers review failed interactions between the customer and the agent and then script correct responses [1]. 
 
One of the earliest automated intelligent agents was Eliza [2]. Eliza employed natural language processing to ask users questions and used those answers to create subsequent questions. Eliza was championed as a computer psychiatrist, and some users said they could not tell the difference between Eliza and a human. Today, some companies use similar technology to provide customers with the answers to their questions. These agents are known as automated customer service agents or virtual representatives. 
 
Last year, the National Library of Medicine (NLM) received 34,500 email questions. Many questions were repetitive and easy to answer, such as “Where are you located?” To provide customers with a self-service alternative for finding answers, the library developed an automated customer service agent, using software from NativeMinds.