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Figure 1 illustrates the relationship between the main modules.Figure 1. Siebel Smart Answer Architecture
Siebel Smart Answer Manager is the server component used by the Siebel application to control Siebel Smart Answer. Siebel Smart Answer Manager facilitates the detection of the meaning or intent of the following:
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, Siebel Smart Answer might suggest responses to an agent for approval.
For Siebel Call Center, Siebel Smart Answer sends the text from the Summary field of the service request to Siebel Smart Answer for categorization when the agent selects the option, "Siebel Smart Answer". This opens Search Center for Siebel Smart Answer and a list of suggested solutions appears. To send feedback to Siebel Smart Answer, the agent selects the option, "Was this information helpful?"
Siebel Smart Answer Server is the natural language processing engine that Siebel Smart Answer Manager invokes for any incoming service request. The service requests are compared to a concept model or knowledge base model for each of the categories. Each category is assigned a confidence score for matching the incoming request. The Siebel Smart Answer Server is able to receive feedback from the Siebel Smart Answer Manager in order to improve and tune its underlying concept model to the customer service operating environment. For more information on installing and administering Siebel Smart Answer, see Installing and Administering Siebel Smart Answer.
The Siebel Smart Answer Administration Tool provides all the required functionality for creating and managing a corpus, creating and maintaining categories, building, tuning and exporting a knowledge base, and monitoring the run time effectiveness of the exported knowledge base. All of this functionality is exposed in an easy to use GUI interface. With the Siebel Smart Answer Administration Tool, the corpus, the knowledge base model, and the knowledge base file created for use by the Siebel Smart Answer Server and the Siebel Smart Answer Manager components. For more information on how to use the Siebel Smart Answer Administration Tool, see Using the Siebel Smart Answer Administration Tool.
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