Siebel Smart Answer Administration Guide > About Siebel Smart Answer > Training, Learning, and Feedback >

Learning

Learning is a gradual process that occurs as Smart Answer Manager receives feedback from processing emails or requests. This reshapes categories so that the concept models constantly evolve. As agents process emails or requests, the NLP engine updates the concept models of existing categories.

To send feedback to the system, the agent clicks the Was this information helpful button. When Smart Answer receives feedback, only positive feedback is applied to the learning process. Thus, a YES answer to a specific FAQ will be applied to the training of your KB, whereas a NO or NOT SURE will have no effect on KB training.