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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, Published 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.
Series
Conference on Human System Interactions
Keyword [en]
Automated question answering, FAQ answering, FAQ retrieval, web self-service
National Category
Computer and Information Science
Identifiers
URN: urn:nbn:se:kth:diva-30222DOI: 10.1109/HSI.2009.5090996ISI: 000273919200053Scopus ID: 2-s2.0-70349985048ISBN: 978-142443960-7 (print)OAI: oai:DiVA.org:kth-30222DiVA: diva2:399050
Conference
2009 2nd Conference on Human System Interactions, HSI '09; Catania; Italy; 21 May 2009 through 23 May 2009
Note

QC 20110221

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

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Total: 53 hits
CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf