Using an automated knowledge agent for reference and customer service.
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Computer Simulation↗
Biomedical subjects
Terry Ahmed
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Implementation and evaluation of an virtual intelligent agent.
Reference librarians at the National Library of Medicine answer over 100,000 client questions annually. Although many answers are the NLM Web, clients may have difficulty finding them. Using intelligent virtual agent software, the NLM launched Cosmo, the Customer Service Owl (http://wwwns.nlm.nih.gov/). Cosmo uses natural language pattern matching to answer common questions. Early evaluation shows Cosmo can answer 25% of questions asked, but some users mistake the service for chat reference or a search engine.
Artificial Intelligence↗