1. Smart Answer Connector Guide
  2. What’s New in This Release

2Overview of Siebel Smart Answer Connector

Overview of Siebel Smart Answer Connector

Siebel Smart Answer Connector provides open APIs that you can use to integrate Natural Language Processing (NLP) tools into the Siebel enterprise environment. NLP allows you to use linguistic analysis techniques and content analysis algorithms, thereby eliminating time-consuming analysis and manual processing of high volumes of customer email by:

  • Supporting international deployments.

  • Enabling routing based on the language of incoming email.

  • Providing automatic email responses in multiple languages.

  • Providing agents with responses to emails, which are suggested automatically. The emails can be sent in multiple languages.

    Note: You must upgrade to Siebel CRM version 8.1 or later to implement Siebel Smart Answer Connector so that you can use Siebel Smart Answer Connector with an existing Siebel Smart Answer version 8.0.x, 7.8.x, and 7.7.x. You must also have a third-party NLP engine and an adapter that is compatible with the Siebel API.

Siebel Smart Answer Connector is available on both Windows and UNIX. For more information about the supported operating systems, see Siebel System Requirements and Supported Platforms on Oracle Technology Network.

Note: For Siebel CRM product releases 8.1.1.9 and later and for 8.2.2.2 and later, the system requirements and supported platform certifications are available from the Certification tab on My Oracle Support. For information about the Certification application, see article 1492194.1 (Article ID) on My Oracle Support.

Use Siebel Smart Answer Connector only with Siebel Cross-Industry Applications. You cannot use it with Siebel Industry Applications.