Question answering using dynamic question-answer database

A method, comprising:

• generating a question using a set of documents stored in at least one data source by at least:
• identifying a first one or more of the documents as being of a designated type of customer record,
• identifying a second one or more of the documents including a transcript of a chat between an agent and a customer associated with the customer record, and
• processing both the identified first one or more documents and the identified second one or more documents to identify one or more questions stored in one or more designated fields of one or more of:
• the identified first one or more documents, or the identified second one or more documents;
• comparing the generated question with a first plurality of questions within a question-answer repository such that a first plurality of similarity scores are generated, each of the first plurality of similarity scores representing a similarity between the generated question and a corresponding one of the first plurality of questions;
• determining whether the generated question is semantically distinct from the first plurality of questions based, at least in part, on the similarity scores;
• adding the generated question to the question-answer repository based, at least in part, on having determined that the generated question is semantically distinct from the first plurality of questions;
• and
• updating the set of documents to include the generated question.

A computer program product comprising computer-readable program code capable of being executed by one or more processors when retrieved from a non-transitory computer-readable medium, the program code comprising computer-readable instructions configurable to cause:

• generating a question using a set of documents stored in at least one data source by at least:
• identifying a first one or more of the documents as being of a designated type of customer record,
• identifying a second one or more of the documents including a transcript of a chat between an agent and a customer associated with the customer record, and
• processing both the identified first one or more documents and the identified second one or more documents to identify one or more questions stored in one or more designated fields of one or more of:
• the identified first one or more documents, or the identified second one or more documents;
• comparing the generated question with a first plurality of questions within a question-answer repository such that a first plurality of similarity scores are generated, each of the first plurality of similarity scores representing a similarity between the generated question and a corresponding one of the first plurality of questions;
• determining whether the generated question is semantically distinct from the first plurality of questions based, at least in part, on the similarity scores;
• adding the generated question to the question-answer repository based, at least in part, on having determined that the generated question is semantically distinct from the first plurality of questions;
• and
• updating the set of documents to include the generated question.