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Authors: Yuki Tsuda 1 ; Masanori Akiyoshi 2 ; Masaki Samejima 1 and Hironori Oka 3

Affiliations: 1 Osaka University, Japan ; 2 Hiroshima Institute of Technology, Japan ; 3 Code Toys K.K., Japan

Keyword(s): Help Desk, FAQ, Clustering, Threshold Value.

Related Ontology Subjects/Areas/Topics: Artificial Intelligence and Decision Support Systems ; Biomedical Engineering ; Data Engineering ; Enterprise Information Systems ; Health Information Systems ; Information Systems Analysis and Specification ; Knowledge Management ; Natural Language Interfaces to Intelligent Systems ; Ontologies and the Semantic Web ; Society, e-Business and e-Government ; Web Information Systems and Technologies

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.

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Paper citation in several formats:
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; ISSN 2184-4992, SciTePress, pages 199-205. DOI: 10.5220/0003972101990205

@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},
issn={2184-4992},
}

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
IS - 2184-4992
AU - Tsuda, Y.
AU - Akiyoshi, M.
AU - Samejima, M.
AU - Oka, H.
PY - 2012
SP - 199
EP - 205
DO - 10.5220/0003972101990205
PB - SciTePress

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