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Automated FAQ Answering with Question-Specific Knowledge Representation for Web Self-Service
KTH, School of Information and Communication Technology (ICT), Computer and Systems Sciences, DSV.
2009 (English)In: Proceedings - 2009 2nd Conference on Human System Interactions, HSI '09, New York: IEEE , 2009, 298-302 p.Conference paper (Refereed)
Abstract [en]

Automated FAQ answering is a valuable complement to web self-service: while the vast majority of site searches fail, our FAQ answering solution for restricted domains answers two thirds of the queries with accuracy over 90%. The paper is shaped as a best practice summary. The reader will rind out how the shortcomings of site search are overcome by FAQ answering, what kind of techniques for FAQ retrieval are available, why question-specific knowledge representation is arguably most appropriate for restricted domains, and what peculiarities of running an FAQ answering service for a customer service may be expected.

Place, publisher, year, edition, pages
New York: IEEE , 2009. 298-302 p.
, Conference on Human System Interactions
Keyword [en]
Automated question answering, FAQ answering, FAQ retrieval, web self-service
National Category
Computer and Information Science
URN: urn:nbn:se:kth:diva-30222DOI: 10.1109/HSI.2009.5090996ISI: 000273919200053ScopusID: 2-s2.0-70349985048ISBN: 978-142443960-7OAI: diva2:399050
2009 2nd Conference on Human System Interactions, HSI '09; Catania; Italy; 21 May 2009 through 23 May 2009

QC 20110221

Available from: 2011-02-21 Created: 2011-02-21 Last updated: 2014-10-10Bibliographically approved

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Sneiders, Eriks
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