Abstract
This paper discusses how to match the inquiry e-mails to pre-defined FAQs(Frequently Asked Questions). Web-based interaction such as order and registration form on a Web page is usually provided with its FAQ page for helping a user, however, most users submit their inquiry e-mails without checking such a page. This causes a help desk operator to process lots of e-mails even if some contents correspond to FAQs. Automatic matching of inquiry e-mails to pre-described FAQs is proposed based on SVM(Support Vector Machine) and specific Jaccard coefficient. Some experimental results show its effectiveness. We also discuss future work to improve our method.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Sneiders, E.: Automated FAQ Answering with Question-specific Knowledge Representation for Web Self-service. In: 2nd Conference on Human System Interactions (HSI 2009), pp. 298–305 (2009)
Harksoo, K., Jungyun, S.: Cluster-Based FAQ Retrieval Using Latent Term Weights. IEEE Intelligent Systems 23(2), 58–65 (2008)
Sheng-Yuan, Y.: Developing an Ontological FAQ System with FAQ Processing and Ranking Techniques for Ubiquitous Services. In: First IEEE International Conference on Ubi-Media Computing, pp. 541–546 (2008)
Jibin, F., Jinzhong, X., Kekiang, J.: Domain Ontology Based Automatic Question Answering, vol. 2, pp. 346–349 (2009)
Jain, A.K., Dubes, R.C.: Algorithms for Clustering Data. Prentice Hall, Englewood Cliffs (1988)
Cortes, C., Vapnik, V.: Support-Vector Networks. Machine Learning 20(3), 273–297 (1995)
Joachims, T.: TextCategorizationwith SupportVector Machines: Learning with Many Relevant Features. In: Proceedings of the European Conference on Machine Learning. Springer, Heidelberg (1998)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2010 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Itakura, K., Kenmotsu, M., Oka, H., Akiyoshi, M. (2010). An Identification Method of Inquiry E-mails to the Matching FAQ for Automatic Question Answering. In: de Leon F. de Carvalho, A.P., RodrÃguez-González, S., De Paz Santana, J.F., RodrÃguez, J.M.C. (eds) Distributed Computing and Artificial Intelligence. Advances in Intelligent and Soft Computing, vol 79. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-14883-5_28
Download citation
DOI: https://doi.org/10.1007/978-3-642-14883-5_28
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-14882-8
Online ISBN: 978-3-642-14883-5
eBook Packages: EngineeringEngineering (R0)