Benefits of Text-Based System

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    1. The knowledge of both the system grows automatically with the # of calls/problems received.

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  1. The accuracy of both the text search and keyword search can be very good. (Given all the users do use the same keywords or the same kind of text description for all cases. The description must not be too over-complicated or too vague.
  2. Text System need not even maintain a set of keywords associated with past cases.

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