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Setting Up Smart Answer for International Deployment

Before you set up Smart Answer in a multilingual environment, you must first determine whether to create a multilingual KB or a monolingual KB. In a multilingual KB, all languages are defined in one KB separated at a top-level node by language. A monolingual KB only supports one language.

A multilingual KB gives your agents access to all categories for all languages. Smart Answer makes an automatic suggestion or an automatic response only with categories in the identified language of the incoming email. A monolingual KB only supports one language, so if your deployment requires multiple languages, you need to create one KB for each language.

Smart Answer only supports one KB for each Smart Answer Manager server component, and one Smart Answer Manager server component for each Siebel Server. If you want to deploy multiple monolingual KBs, you must deploy multiple Smart Answer Manager Server Components, on multiple Siebel Servers.

NOTE:  Before you begin to set up Smart Answer for international deployment, make sure you have read the section on hierarchical KBs in the Banter Workbench User's Guide.

The overview that follows discusses how to create a multilingual KB file, and how to create a monolingual KB file. The steps for both of these tasks are described in greater detail in the Banter Workbench User's Guide.

1. Create a monolingual KB file. See the Banter Workbench User's Guide for information about how to build a knowledge base. When you use the Create, Analyze, and Learn Wizard, you must specify a language for your KB file. A KB is created for that language only.
2. Create a multilingual KB file.
   1. Create a hierarchical KB file as instructed in the Banter Workbench User's Guide, where each language becomes the top branch node of your hierarchical KB, with the categories as the leaf-level nodes of your hierarchy.
   2. Set a rule for each of the top branch level language nodes to direct Smart Answer to the categories under each language node when a text of that specific language is detected. For more information, see the Banter Workbench User's Guide.
   3. When you run the Create, Analyze, and Learn Wizard, you use the structure that you created in the previous steps to create the KB. You then specify the language of your KB file to be Multilingual.

      NOTE:  To support multilingual or monolingual KB files for languages with double-byte characters, you must install the Banter Workbench Unicode version when prompted during the installation of Banter Workbench. The only language with double-byte characters that Smart Answer supports is Japanese. Banter Workbench includes a sample multilingual installation. To see how a multilingual KB structure and corpus looks, open the project called Multilingual.