5. The method of claim 1 wherein the interactions include past interactions.
1. A method for proactively making a knowledge offer comprising: gathering, by a processor, information on interactions by a user with resources provided by an enterprise having a customer contact center; anticipating, by the processor, need of the user based on the gathered information; generating a search query based on the anticipated need, wherein the generating of the query includes receiving a first query and transforming the first query to a second query; prior to the user expressly requesting knowledge relating to a particular topic, proactively identifying and suggesting the knowledge to the user, by the processor, based on the generated search query, wherein the proactively identifying and suggesting the knowledge further includes: retrieving a classifier model for the knowledge; determining a relevance score based on the classifier model, wherein the relevance score is indicative of a probability that the search query is relevant to the knowledge; and outputting the suggested knowledge based on the relevance score; receiving, by the processor, feedback relating to the suggested knowledge; updating, based on the feedback, the relevance score for the suggested knowledge; and adding, by the processor, the search query as one of a positive sample or a negative sample for the classifier model, based on the feedback.