Siebel Email Response Administration Guide > Setting Up Siebel Email Response Workflows > Using the eMail Response - Process Message Workflow >
Enabling Smart Answer (Workflow Decision Point)
One of the key capabilities of Smart Answer is to automatically respond to inbound customer inquiries without human intervention and to automatically suggest answers to an agent who is manually responding to an email message. The eMail Response - Process Message workflow calls several subprocesses that analyze the message and ultimately send an auto-response message back to the customer. Figure 17 illustrates this process. For more details about these capabilities, see Siebel Smart Answer Administration Guide.
Figure 17. Smart Answer Enabled
The eMail Response - Process Message workflow first determines if Smart Answer is enabled and if the administrator has enabled Smart Answer, then calls a subprocess, eMail Response - Analyze Message. The Analyze Message subprocess performs the following tasks:
- Message categorization. Analyzes the body of the email message using a series of natural language processing techniques to determine what the customer wants to know. The results of these routines are used to associate the message with one or more categories of potential solutions to the message. These categories are used in the eMail Response - Process Message workflow to automatically respond to the message or automatically suggest answers to an agent for approval.