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An Identification Method of Inquiry E-mails to the Matching FAQ for Automatic Question Answering

  • Kota Itakura
  • Masahiro Kenmotsu
  • Hironori Oka
  • Masanori Akiyoshi
Part of the Advances in Intelligent and Soft Computing book series (AINSC, volume 79)

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.

Keywords

FAQ Support Vector Machine Jaccard coefficient Automatic Question Answering 

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Copyright information

© Springer-Verlag Berlin Heidelberg 2010

Authors and Affiliations

  • Kota Itakura
    • 1
  • Masahiro Kenmotsu
    • 1
  • Hironori Oka
    • 2
  • Masanori Akiyoshi
    • 1
  1. 1.Osaka UniversitySuitaJapan
  2. 2.CodetoysKitaJapan

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