1. A computer-implemented method for training and testing a knowledge base of a computerized customer relationship management system, comprising: collecting, in a computer, one or more corpus items into a corpus, wherein the corpus items comprise electronic communications from customers; assigning, in the computer, a category from a set of predefined categories to each of the corpus items in the corpus; building, in the computer, a knowledge base of the computerized customer relationship management system by performing natural language and semantic analysis of a first subset of the corpus items in the corpus; testing, in the computer, the knowledge base of the computerized customer relationship management system on a second subset of the corpus items in the corpus by classifying each of the corpus items of the second subset into at least one of the predefined categories using information contained in the knowledge base of the computerized customer relationship management system; and generating and displaying, in the computer, a report based on results produced by the testing step to a user of the computerized customer relationship management system to gauge performance of the computerized customer relationship management system using the knowledge base, so that appropriate adjustments are made to improve the performance of the computerized customer relationship management system using the knowledge base.
1. A computer-implemented method for training and testing a knowledge base of a computerized customer relationship management system, comprising: collecting, in a computer, one or more corpus items into a corpus, wherein the corpus items comprise electronic communications from customers; assigning, in the computer, a category from a set of predefined categories to each of the corpus items in the corpus; building, in the computer, a knowledge base of the computerized customer relationship management system by performing natural language and semantic analysis of a first subset of the corpus items in the corpus; testing, in the computer, the knowledge base of the computerized customer relationship management system on a second subset of the corpus items in the corpus by classifying each of the corpus items of the second subset into at least one of the predefined categories using information contained in the knowledge base of the computerized customer relationship management system; and generating and displaying, in the computer, a report based on results produced by the testing step to a user of the computerized customer relationship management system to gauge performance of the computerized customer relationship management system using the knowledge base, so that appropriate adjustments are made to improve the performance of the computerized customer relationship management system using the knowledge base. 10. The method of claim 1 , wherein the step of generating and displaying a report includes generating and displaying a scoring report showing, for a selected category, match scores for each corpus item in the second subset, the match scores being representative of the relevance of the selected category to the corpus item.