Skip to main content
SpringerLink
Log in

A Predictive Search Method of FAQ Corresponding to a User’s Incomplete Inquiry by Statistical Model of Important Words Co-occurrence

  • Conference paper
Book cover Distributed Computing and Artificial Intelligence

Part of the book series: Advances in Intelligent and Soft Computing ((AINSC,volume 151))

  • 1906 Accesses

Abstract

We address a predictive search of FAQ corresponding to a user’s incomplete inquiry that a user is inputting with important words defined in each FAQ. The important words co-occur in a user’s inquiries and the rates of the co-occurrences depend on which FAQ the user’s inquiry corresponds to. The co-occurrence rates of important words in inquiries are estimated from a statistical model of important words co-occurrence generated with past inquiries and FAQ corresponding to them. When the highest co-occurrence rate of them is larger than a threshold set on each FAQ, the inquiry is regarded as a corresponding FAQ. Experimental results show that the proposed method can improve the recall rate by 40% for short inquiries and the precision rate by 27% for long inquiries.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 429.00
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 549.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. Sneiders, E.: Automated FAQ Answering with Question-Specific Knowledge Representation for Web Self-service. In: 2nd Conference on Human System Interactions (HSI 2009), pp. 298–305 (2009)

    Google Scholar 

  2. Sheng-Yuan, Y.: Developing an Ontological FAQ System with FAQ Processing and Ranking Techniques for Ubiquitous Services. In: Proc. of First IEEE International Conference on Ubi-Media Computing, pp. 541–546 (2008)

    Google Scholar 

  3. Markov, Z., Larose, D.T.: Data Mining the Web: Uncovering Patterns in Web Content, Structure, and Usage. John Wiley & Sons (2007)

    Google Scholar 

  4. Iwai, K., Iida, K., Akiyoshi, M., Komoda, N.: A Classification Method of Inquiry E-mails for Describing FAQ with Self-configured Class Dictionary. In: Proc. of Int. Symposium on Distributed Computing and Artificial Intelligence 2010, DCAI 2010, pp. 35–43 (2010)

    Google Scholar 

  5. Itakura, K., Kenmotsu, M., Oka, H., Akiyoshi, M.: An Identification Method of Inquiry E-mails to the Matching FAQ for Automatic Question Answering. In: Proc. of Int. Symposium on Distributed Computing and Artificial Intelligence 2010, DCAI 2010, pp. 213–219 (2010)

    Google Scholar 

  6. Yang, J., Cai, R., Jing, F., Wang, S., Zhang, L., Ma, W.: Search-based query suggestion. In: Proc. of the 17th ACM Conference on Information and Knowledge Management (CIKM 2008), pp. 1439–1440 (2008)

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Osaka University, 2-1, Yamadaoka, Suita, Osaka, Japan

    Masaki Samejima, Yuichi Saito & Masanori Akiyoshi

  2. Codetoys K.K., 2-6-8 Nishitenma Kita, Osaka, Japan

    Hironori Oka

Authors
  1. Masaki Samejima
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Yuichi Saito
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Masanori Akiyoshi
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Hironori Oka
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Masaki Samejima .

Editor information

Editors and Affiliations

  1. Dept. Computer Science &, Intelligent Systems, Osaka Prefecture University, Gakuen-chu 1-1, Sakai, Osaka, 599-8531, Japan

    Sigeru Omatu

  2. , Department of Computing Science, University of Salamanca, Plaza de la Merced S/N, Salamanca, 37008, Spain

    Juan F. De Paz Santana

  3. , Department of Computing Science, University of Salamanca, Plaza de la Merced S/N, Salamanca, 37008, Spain

    Sara Rodríguez González

  4. Escuela Politécnica Superior (EPS), Depto. Informática, Universidad Carlos III de Madrid, Avenida de la Universidad Carloss III 22, Madrid, 28270, Spain

    Jose M. Molina

  5. , Data Processing and Simulation Group, Universidad Politécnica de Madrid, Calle de Ramiro de Maeztu, 7, Madrid, 28040, Spain

    Ana M. Bernardos

  6. Faculty of Science, Department of Computing Science, University of Salamanca, Plaza de la Merced S/N, Salamanca, 37008, Spain

    Juan M. Corchado Rodríguez

Rights and permissions

Reprints and permissions

Copyright information

© 2012 Springer-Verlag Berlin Heidelberg

About this paper

Cite this paper

Samejima, M., Saito, Y., Akiyoshi, M., Oka, H. (2012). A Predictive Search Method of FAQ Corresponding to a User’s Incomplete Inquiry by Statistical Model of Important Words Co-occurrence. In: Omatu, S., De Paz Santana, J., González, S., Molina, J., Bernardos, A., Rodríguez, J. (eds) Distributed Computing and Artificial Intelligence. Advances in Intelligent and Soft Computing, vol 151. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-28765-7_2

Download citation

  • DOI: https://doi.org/10.1007/978-3-642-28765-7_2

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-28764-0

  • Online ISBN: 978-3-642-28765-7

  • eBook Packages: EngineeringEngineering (R0)

Publish with us

Policies and ethics

Search

Navigation