Siebel Smart Answer Guide > Overview of Siebel Smart Answer >

About Siebel Smart Answer

Siebel Smart Answer analyzes the content of email and search requests and does one of the following:

• Returns an automatic response.
• Suggests one or more responses to the agent for approval.
• Detects the mood or the sentiment of the incoming service requests.

Siebel Smart Answer uses a knowledge base. A knowledge base is a file of categories, category relationships, and a natural language processing (NLP) model that represents each category as it relates to the entire set of categories.

Siebel Smart Answer is used in the following:

• Siebel Smart Answer for Siebel Email Response
• Siebel Smart Answer for employee applications, such as Siebel Call Center

There are two basic setup scenarios: employee applications and email. The setup for email differs in many ways.