Abstract
We propose a help desk support system to extract FAQ (Frequently Asked Questions) automatically, to retrieve FAQ for inquiry e-mails, and to show FAQ in users’ inputting their inquiry e-mail. In the help desk, operators record inquiry e-mails and response e-mails. Between inquiries and response, there are relationship that similar words are often used. First, we propose a classification method of inquiry e-mails for describing FAQ with pairs of inquiries and responses. Second, we propose a detection method of the FAQ matching inquiry e-mail based on Jaccard coefficient between inquiries and responses. Finally, we propose a predictive search method of FAQ by matching an incomplete inquiry to FAQ.
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Samejima, M., Akiyoshi, M., Oka, H. (2013). A Help Desk Support System Based on Relationship between Inquiries and Responses. In: Matsuo, T., Colomo-Palacios, R. (eds) Electronic Business and Marketing. Studies in Computational Intelligence, vol 484. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-37932-1_5
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DOI: https://doi.org/10.1007/978-3-642-37932-1_5
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