Estimation of FAQ knowledge bases by using semantic expressions for questions and answers

Authors:
Jun Harada;Masao Fuketa;Kazuhiro Morita;Touru Sumitomo;Wataru Hiraishi;El-Sayed Atlam;Jun-Ichi Aoe
Affiliations:
Department of Information Science and Intelligent Systems, University of Tokushima, 2-1 Minimi-Josinjima, Tokushima-shi, Tokushima 770-8506, Japan.;Department of Information Science and Intelligent Systems, University of Tokushima, 2-1 Minimi-Josinjima, Tokushima-shi, Tokushima 770-8506, Japan.;Department of Information Science and Intelligent Systems, University of Tokushima, 2-1 Minimi-Josinjima, Tokushima-shi, Tokushima 770-8506, Japan.;Department of Information Science and Intelligent Systems, University of Tokushima, 2-1 Minimi-Josinjima, Tokushima-shi, Tokushima 770-8506, Japan.;Department of Information Science and Intelligent Systems, University of Tokushima, 2-1 Minimi-Josinjima, Tokushima-shi, Tokushima 770-8506, Japan.;Department of Information Science and Intelligent Systems, University of Tokushima, 2-1 Minimi-Josinjima, Tokushima-shi, Tokushima 770-8506, Japan.;Department of Information Science and Intelligent Systems, University of Tokushima, 2-1 Minimi-Josinjima, Tokushima-shi, Tokushima 770-8506, Japan
Venue:
International Journal of Computer Applications in Technology
Year:
2008

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Abstract

This paper presents an estimation method of the FAQ service by introducing the following measurements: 1. user's disrepute for products which defined by four types of classifying questions (IMPOSSIBLE, SIDE EFFECT, INSUFFICIENT and UNCLEAR) and the degree for each type is defined; 2. kindness for solutions replied which defined by four types of classifying answers (ACTION, CONFIRMATION, EXPLANATION, and NO PROBLEM) and the degree for each type is defined; 3. comprehension for answers which defined by semantic expressions of questions and answers; 4. sufficiency and quality for the whole FAQ service that introduced by the measurements 1, 2 and 3.