Automated FAQ answering with question-specific knowledge representation for web self-service

Authors:
Eriks Sneiders
Affiliations:
Dept. of Computer and Systems Sciences, KTH, Stockholm University, Sweden
Venue:
HSI'09 Proceedings of the 2nd conference on Human System Interactions
Year:
2009

Citing 12
Cited 2

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Abstract

Automated FAQ answering is a valuable complement to web self-service: while the vast majority of site searches fail, our FAQ answering solution for restricted domains answers two thirds of the queries with accuracy over 90%. The paper is shaped as a best practice summary. The reader will find out how the shortcomings of site search are overcome by FAQ answering, what kind of techniques for FAQ retrieval are available, why question-specific knowledge representation is arguably most appropriate for restricted domains, and what peculiarities of running an FAQ answering service for a customer service may be expected.