Advertisement

Estimation of FAQ Knowledge Bases by Introducing Measurements

  • Jun Harada
  • Masao Fuketa
  • El-Sayed Atlam
  • Toru Sumitomo
  • Wataru Hiraishi
  • Jun-ichi Aoe
Part of the Lecture Notes in Computer Science book series (LNCS, volume 4252)

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.

Keywords

Customer Relationship Management Declarative Sentence Question Answering System Field Association Semantic Expression 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. 1.
    Aho, A.V., Corasick, M.J.: Efficient string matching: An aid to bibliographic search. Communications of the ACM 18(6), 333–340 (1975)MATHCrossRefMathSciNetGoogle Scholar
  2. 2.
    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)CrossRefGoogle Scholar
  3. 3.
    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)CrossRefGoogle Scholar
  4. 4.
    Atlam, E.-S., Morita, K., Fuketa, M., Aoe, J.: Documents similarity measurement using field association terms. Information Processing & Management 39, 809–824 (2003)CrossRefGoogle Scholar
  5. 5.
    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)MATHCrossRefGoogle Scholar
  6. 6.
    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)CrossRefGoogle Scholar
  7. 7.
    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)Google Scholar
  8. 8.
    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)Google Scholar
  9. 9.
    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)MATHCrossRefGoogle Scholar
  10. 10.
    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)MATHGoogle Scholar
  11. 11.
    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)Google Scholar
  12. 12.
    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)CrossRefGoogle Scholar
  13. 13.
    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)Google Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2006

Authors and Affiliations

  • Jun Harada
    • 1
  • Masao Fuketa
    • 1
  • El-Sayed Atlam
    • 1
  • Toru Sumitomo
    • 1
  • Wataru Hiraishi
    • 1
  • Jun-ichi Aoe
    • 1
  1. 1.Dept. of Information Science and Intelligent SystemsThe University of TokushimaTokushima-ShiJapan

Personalised recommendations