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Siebel Smart Answer analyzes the content of email and search requests and returns an automatic response or suggests one or more responses to the user for approval. Smart Answer uses a "Knowledge Base" which 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:
There are three basic setup scenarios: The setup for employee and customer applications is the same. The setup for eMail differs in many ways. All are explained in Configuration and Implementation of Siebel Smart Answer. |
Siebel Smart Answer Administration Guide |