Keyword only. The learning lives in Patterns and Answers. Tickets are matched against the customer app's Ask box, which already routes questions data vs how-to and hands how-tos to a named guide. Coverage is checked against the app's live how-to registry (fetched at runtime by js/registries.js, no hand-copied mirror). So this reads as: what could people already have self-served, and what should be added to the Ask box next. Real auto-answering needs the conversation history stored server-side, see BACKEND-QUESTIONS.md.