Abstract
Q&A data based on chat records have one characteristic: customers ask, service answers. There is a large amount of knowledge between the questions and answers of customer service. By optimizing the Q&A extraction algorithm to extract knowledge, a very excellent Q&A library can be constructed, thus the accuracy of FAQ system is greatly improved. By analyzing the existing data, this paper cnosiders the extraction strategy of question answering from machine learning and non-machine learning respectively. Then We compares their performance from three aspects of precision, recall and Fl-score according to their different characteristics. In order to ensure the best classification performance, grid search and K-fold crossover are also used to test the optimized classifier performance. After selecting the optimal data extraction strategy, We developed a FAQ system use this strategy, the system results show that the performance is reliable.
Export citation and abstract BibTeX RIS
Content from this work may be used under the terms of the Creative Commons Attribution 3.0 licence. Any further distribution of this work must maintain attribution to the author(s) and the title of the work, journal citation and DOI.