Estimation of FAQ knowledge bases by introducing measurements

Authors:
Jun Harada;Masao Fuketa;El-Sayed Atlam;Toru Sumitomo;Wataru Hiraishi;Jun-ichi Aoe
Affiliations:
Dept. of Information Science and Intelligent Systems, The University of Tokushima, Tokushima-Shi, Japan;Dept. of Information Science and Intelligent Systems, The University of Tokushima, Tokushima-Shi, Japan;Dept. of Information Science and Intelligent Systems, The University of Tokushima, Tokushima-Shi, Japan;Dept. of Information Science and Intelligent Systems, The University of Tokushima, Tokushima-Shi, Japan;Dept. of Information Science and Intelligent Systems, The University of Tokushima, Tokushima-Shi, Japan;Dept. of Information Science and Intelligent Systems, The University of Tokushima, Tokushima-Shi, Japan
Venue:
KES'06 Proceedings of the 10th international conference on Knowledge-Based Intelligent Information and Engineering Systems - Volume Part II
Year:
2006

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Abstract

Question and answering (QA) systems in the CRM scheme require both the quality relating user’s satisfaction and the amount of questions to be managed, that is to say, it depends on the cost. 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; 2) kindness for solutions replied which defined by four types of classifying answers; 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 1), 2) and 3). This approach is evaluated by the FAQ data with 4,538 questions and 5,356 answers and the real time simulation to estimate user’s sufficiency is computed. From this evaluation, it is verified that the presented approach is useful and effectiveness.