Abstract
Question and answering (QA) systems in the CRM scheme require both the quality relating user’s satisfaction and the amount of questions to be managed, that is to say, it depends on the cost. This paper presents an estimation method of the FAQ service by introducing the following measurements: 1) user’s disrepute for products which defined by four types of classifying questions; 2) kindness for solutions replied which defined by four types of classifying answers; 3) comprehension for answers which defined by semantic expressions of questions and answers; 4) sufficiency and quality for the whole FAQ service that introduced by the 1), 2) and 3). This approach is evaluated by the FAQ data with 4,538 questions and 5,356 answers and the real time simulation to estimate user’s sufficiency is computed. From this evaluation, it is verified that the presented approach is useful and effectiveness.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
Similar content being viewed by others
References
Aho, A.V., Corasick, M.J.: Efficient string matching: An aid to bibliographic search. Communications of the ACM 18(6), 333–340 (1975)
Aoe, J., Morimoto, K., Shishibori, M., Park, K.-H.: A Trie Compaction Algorithm for a Large Set of Keys. IEEE Tra. on Knowledge and Data Engineering 8(3), 476–491 (1996)
Atlam, E.-S., El-Marhomy, G., Morita, K., Fuketa, M., Aoe, J.: Automatic Building of New Field Association Word Candidates Using Search Engine. Information Processing & Management 42(4), 951–962 (2006)
Atlam, E.-S., Morita, K., Fuketa, M., Aoe, J.: Documents similarity measurement using field association terms. Information Processing & Management 39, 809–824 (2003)
Fuketa, M., Lee, S., Tsuji, T., Okada, M., Aoe, J.: A document classification method by using field association words. Journal of Information Sciences 126(1), 57–70 (2000)
Fuketa, M., Kadoya, Y., Atlam, E.-S., Kunikata, T., Morita, K., Kashiji, S., Aoe, J.: A Method of Extracting and Evaluating Good and Bad Reputations for Natural Language Expressions. Information Technology & Decision Making 4(2), 177–196 (2005)
Fukumoto, J., Kato, T., Masui, F.: Question Answering Challenge (QCA-1) Question answering evaluation at NTCIR Workshop 3. In: Working Notes of the Third NTCIR Workshop Meeting, Part IV: Question Answering Challenge (QAC1), pp. 1-10 (2002)
Kiyota, Y., Kurohashi, S., Kido, F.: Dialog Navigator: A Question Answering System based on Large Text Knowledge Base. Natural Language Processing J 10(4), 1–30 (2003)
Kwon, O., Lee, J.: Text categorization based on k-nearest neighbor approach for Web site classification. Information Processing and Management 39(1), 25–44 (2003)
Kadoya, Y., Morita, K., Fuketa, M., Oono, M., Atlam, E.-S., Sumitomo, T., Aoe, J.: A Sentence Classification Technique by Using Intention Association Expressions. Computer Mathematics 82(7), 777–792 (2005)
Kobayashi, N., Inui, K., Matsumoto, Y., Tateishi, K., Fukushima, T.: Collecting Evaluative Expressions for Opinion Extraction. Journal of Natural Language Processing 12(3), 203–222 (2005)
Lam, W., Ruiz, M., Srinivasan, P.: Automatic Text Categorization and Its Application to Text Retrieval. IEEE Tras. on Know. and Data Engineering 11(6), 865–879 (1999)
Tokunaga, H., Atlam, E.-S., Fuketa, M., Morita, K., Tsuda, K., Aoe, J.: Estimating sentence types in computer related new product bulletins using a decision tree. Information Sciences 168(1-4), 185–200 (2004)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2006 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Harada, J., Fuketa, M., Atlam, ES., Sumitomo, T., Hiraishi, W., Aoe, Ji. (2006). Estimation of FAQ Knowledge Bases by Introducing Measurements. In: Gabrys, B., Howlett, R.J., Jain, L.C. (eds) Knowledge-Based Intelligent Information and Engineering Systems. KES 2006. Lecture Notes in Computer Science(), vol 4252. Springer, Berlin, Heidelberg. https://doi.org/10.1007/11893004_35
Download citation
DOI: https://doi.org/10.1007/11893004_35
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-46537-9
Online ISBN: 978-3-540-46539-3
eBook Packages: Computer ScienceComputer Science (R0)