Support Semantic ticket parsing & Knowledgebase

We'd like to create a form for our support web site where users enter their query, and while they're typing, a knowledgebase is being searched and solution articles are presented before submitting a ticket (i.e. an email) to our support team. This needs to be multilingual. The ticket deflection metric needs to be measurable. The knowledge base system needs to be able to mark articles with different statuses, e.g. private, draft, public, needs translation, etc. Also multilingual. Articles should allow posting of images & video. This can be a from-scratch effort or use the various open source tools available (e.g. Sugar, Mindtouch, etc., suggestions welcome).