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Smart Answer Manager

Smart Answer Manager is the server component used by Siebel Smart Answer. Smart Answer Manager detects the meaning or intent of the following:

• Incoming free-form email inquiries for Siebel Email Response.
• Specified texts from inquiries for the employee applications such as Siebel Call Center, and customer applications such as Siebel eService.

Smart Answer Manager uses natural language processing (NLP) and semantic analysis to do the following:

• Interpret the meaning and intent of email messages
• Generate concept models
• Assign a confidence level percentage.

Smart Answer works as follows:

1. Smart Answer receives text input. For example, Smart Answer might receive an email or a question in the Siebel eService Ask a Question applet.
2. The statistical processing engine compares the concepts extracted from the message to the concept model for each of the categories.
3. The NLP engine categorizes the emails based on the concept model comparison.
4. Smart Answer passes categories with a confidence-level score to Siebel applications, such as Siebel Email Response or Siebel eService. This percentage represents the probability that the text falls within that category.

NOTE:  Extremely short text strings might return inconsistent results.

If the confidence level of the accuracy of a category is high, you might want Siebel Email Response to automatically respond directly to the sender. If the confidence level is not high, Smart Answer might suggest responses to an agent for approval.

For Siebel Call Center, Smart Answer sends the text from the Summary field of the service request to Smart Answer for categorization when the agent clicks the Smart Answer button. This opens Search Center for Smart Answer and a list of suggested solutions is displayed. To send feedback to the system, the agent clicks the Was this information helpful button.

For Siebel eService, type in a question in the applet, and when you click the Go button, a list of suggested solutions is displayed.