Oracle's 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

Smart Answer uses a Knowledge Base (KB). A KB is a file of categories, category relationships, and a statistical model that represents each category as it relates to the entire set of categories.

Smart Answer is used in the following Siebel applications:

• Smart Answer for Siebel Email Response
• Smart Answer for employee applications such as Siebel ERM, Siebel PRM, and Siebel Call Center
• Smart Answer for customer applications which Siebel eService uses

There are three basic setup scenarios: employee applications, customer applications, and email. The setup for employee and customer applications is the same. The setup for email differs in many ways. For more information about how to set up Smart Answer, see Configuration and Implementation of Siebel Smart Answer.

This chapter provides an overview of the following topics:

• Smart Answer Manager
• Training, Learning, and Feedback
• Banter Documentation
• Banter Documentation