13. A system for classifying text on a computer for electronic communication management in a contact center, comprising: means for analyzing, in the computer, text from an electronic communication received from a customer to determine the customer's intent by identifying concepts in the text and building a concept model containing the identified concepts; means for providing, in the computer, a knowledge base having a plurality of nodes including a set of learning nodes, each of the learning nodes being provided with statistical information for determining a relevance of the text to a category associated with the node; means for calculating, in the computer, a set of match scores for the concept model using the knowledge base, each match score of the set of match scores indicating the relevance of the text to a category associated with a node of the knowledge base, the category including at least one suggested action to be performed in response to the electronic communication, wherein the suggested action is representative of the relevance of the text to the category, and the suggested action includes generating an automatic response to the customer or routing the electronic communication to an agent to generate an assisted response to the customer; and means for performing, in the computer, the suggested action in response to the electronic communication based on the calculated set of match scores, in order to improve the response of the contact center to the electronic communication received from customers by the contact center.
17. The system for classifying text of claim 13 , wherein the match scores are calibrated to values of an operational parameter.