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About Knowledge Base Models

The knowledge base model is what allows the Siebel Smart Answer Manager to accurately categorize similar incoming requests and queries that are received and processed. The knowledge base model is a collection of statistical concept models that are based on the natural language processing (NLP) attributes of each concept.

During training and learning, the NLP engine builds a concept model to represent each category maintained by the knowledge base file. The NLP engines analyze texts, and generate concept models for each category that is part of the final knowledge base model.

NLP enables Siebel Smart Answer Manager to understand the intent of the text rather than just treating the text as a collection of randomly ordered words or strings. The NLP engine can locate unnecessary header information and allows Siebel Smart Answer to disregard this text when Siebel Smart Answer analyzes the incoming text.