Abstract
The importance of support centers continues to increase. They enhance user satisfaction by accurately answering user questions and increase user satisfaction in products or services. The responses required by support centers are handled by hand. However, responding by hand to many user questions is very time consuming. It is also difficult for support centers to quickly and exactly respond to user questions. Therefore, we implemented a question answering system that retrieves documents that correspond to user queries. Our system also scores answers and provides them to users. Scoring functions are implemented by a reference-based ranking algorithm. Finally, we evaluated the effectiveness of our prototype system.
Please note that the LNCS Editorial assumes that all authors have used the western naming convention, with given names preceding surnames. This determines the structure of the names in the running heads and the author index.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Zhang, D., Lee, W.S.: A web-based question answering system. In: The SMA Annual Symposium 2003, Singapore (2003)
Joachims, T., Granka, L., Pan, B., Hembrooke, H., Gay, G.: Accurately Interpreting Clickthrough Data as Implicit Feedback. In: The 28th Annual International ACM SIGIR Conference on Research and Development in Information Retrieval (2005)
Ishioroshi, M., Kano, Y., Kando, N.: An Analysis of the Questions of the University Entrance Examination to Answer Using the Question Answering System. In: The 27th Annual Conference of the Japanese Society for Artificial Intelligence (2013)
Cha, J., Nabeshima, K., Mizuno, J., Okazaki, N., Inui, K.: Why-question answering using document structure. In: The 27th Annual Conference of the Japanese Society for Artificial Intelligence (2013)
Nasukawa, T.: Text Mining Application for Call Centers. Japanese Society for Artificial Intelligence 16(2), 219–225 (2001)
Segaran, T.: Programming Collective Intelligence. O’Reilly Japan
Okumura, M., Isozaki, H., Higashinaka, R., Nagata, M., Kato, T.: Question Answering System. Corona Publishing Co., Ltd. (2009) (in Japanese)
Nishida, K.: Technology of support Google. Gijutsu-Hyohron Co., Ltd. (March 28, 2008) (in Japanese)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2014 Springer International Publishing Switzerland
About this paper
Cite this paper
Ito, T., Iwama, Y. (2014). Implementation of Question Answering System Based on Reference-Based Ranking Algorithm. In: Ali, M., Pan, JS., Chen, SM., Horng, MF. (eds) Modern Advances in Applied Intelligence. IEA/AIE 2014. Lecture Notes in Computer Science(), vol 8481. Springer, Cham. https://doi.org/10.1007/978-3-319-07455-9_17
Download citation
DOI: https://doi.org/10.1007/978-3-319-07455-9_17
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-07454-2
Online ISBN: 978-3-319-07455-9
eBook Packages: Computer ScienceComputer Science (R0)