Question → Answer Matching
Question-answer matching checks a newly asked question against a store of previously answered ones before routing it to a person — so a question that's already been answered gets the existing answer instead of asking someone to type it again.
The same question tends to get asked repeatedly across a large organization — often in different channels, by people who have no way of knowing it was already answered elsewhere. Each repeat costs someone's time to answer again, and the accumulated answers never converge into one authoritative version.
Question-answer matching addresses this directly: when a question-typed message comes in, it's checked against an org's existing knowledge — prior answers, documents, decisions — before it's routed to a human at all. If a good match exists, the asker gets pointed to it immediately, with attribution to who answered it and when. If nothing matches, the question escalates normally.
The loop closes when a fresh answer is captured back into the same knowledge store, so the next person who asks doesn't need a human either. Over time this turns a chat history nobody rereads into an actual answer bank — but only if the matching is accurate enough that people trust the suggested answer instead of just asking again anyway.
Question → Answer Matching, in the product
In Aanty, a typed question is checked against org memory before it needs a human at all — "this was answered three weeks ago by Sara." Unanswered questions escalate to whoever's named or best placed to answer, and once answered, the answer feeds back into the graph for the next person.
Related terms and pages
See Question → Answer Matching in a real workspace
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