@mickc79 At a very high level, Spoke uses advanced search techniques to answer your requests with the best possible knowledge base resource. It uses machine learning to ingest user feedback and improve the quality of it's search in real time. When Spoke does not know the right answer, it uses machine learning to triage the requests to the right team.
Happy to dig into more detail if it's helpful - please shoot me a note at jay@askspoke.com.
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