A Classification Method of Inquiry e-Mails for Describing FAQ with Automatic Setting Mechanism of Judgment Threshold Values

Yuki Tsuda, Masanori Akiyoshi, Masaki Samejima, Hironori Oka

Abstract

The authors propose a classification method of inquiry e-mails for describing FAQ (Frequently Asked Questions) and individual setting mechanism of judgment threshold values. In this method, a dictionary used for classification of inquiries is generated and updated automatically by statistical information of characteristic words in clusters, and inquiries are classified correctly to each proper cluster by using the dictionary. Threshold values are individually and automatically set by using statistical information.

References

  1. Fu, J., Xu, J., and Jia, K. (2009). Domain ontology based automatic question answering. ICCET 7808. International Conference on, 2:346-349.
  2. Hammond, K., Burke, R., Martin, C., and Lytinen, S. (1995). Faq finder: a case-based approach to knowledge navigation. 11th Conference on Artificial Intelligence for Applications, pages 80-86.
  3. Hsu, C.-H., Guo, S., Chen, R.-C., and Dai, S.-K. (2009). Using domain ontology to implement a frequently asked questions system. World Congress on Computer Science and Information Engineering, 4:714-718.
  4. Kim, H. and Seo, J. (2008). Cluster-based faq retrieval using latent term weights. IEEE Intelligent Systems, 23(2):58-65.
  5. Salton, G. and McGill, M. J. (1983). Introduction to modern information retrieval. McGraw-Hill.
  6. Sneiders, E. (2009). Automated faq answering with question-specific knowledge representation for web self-service. 2nd Conference on Human System Interactions(HSI'09), pages 298-305.
  7. Sullivan, D. (2001). Document Warehousing and Text Mining: Techniques for Improving Business Operations, Marketing, and Sales. John Wiley and Sons In.
  8. Willett, P. (1988). Recent trends in hierarchic document clustering: A critical review. Information Processing and Management, 24(5):577-597.
  9. Yang, S.-Y. (2008). Developing an ontological faq system with faq processing and ranking techniques for ubiquitous services. First IEEE International Conference on Ubi-Media Computing, pages 541-546.
Download


Paper Citation


in Harvard Style

Tsuda Y., Akiyoshi M., Samejima M. and Oka H. (2012). A Classification Method of Inquiry e-Mails for Describing FAQ with Automatic Setting Mechanism of Judgment Threshold Values . In Proceedings of the 14th International Conference on Enterprise Information Systems - Volume 3: ICEIS, ISBN 978-989-8565-12-9, pages 199-205. DOI: 10.5220/0003972101990205


in Bibtex Style

@conference{iceis12,
author={Yuki Tsuda and Masanori Akiyoshi and Masaki Samejima and Hironori Oka},
title={A Classification Method of Inquiry e-Mails for Describing FAQ with Automatic Setting Mechanism of Judgment Threshold Values},
booktitle={Proceedings of the 14th International Conference on Enterprise Information Systems - Volume 3: ICEIS,},
year={2012},
pages={199-205},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0003972101990205},
isbn={978-989-8565-12-9},
}


in EndNote Style

TY - CONF
JO - Proceedings of the 14th International Conference on Enterprise Information Systems - Volume 3: ICEIS,
TI - A Classification Method of Inquiry e-Mails for Describing FAQ with Automatic Setting Mechanism of Judgment Threshold Values
SN - 978-989-8565-12-9
AU - Tsuda Y.
AU - Akiyoshi M.
AU - Samejima M.
AU - Oka H.
PY - 2012
SP - 199
EP - 205
DO - 10.5220/0003972101990205