Auto-FAQ: an experiment in cyberspace leveraging
Computer Networks and ISDN Systems
Bridging the lexical chasm: statistical approaches to answer-finding
SIGIR '00 Proceedings of the 23rd annual international ACM SIGIR conference on Research and development in information retrieval
Question Answering with Textual CBR
FQAS '98 Proceedings of the Third International Conference on Flexible Query Answering Systems
FAQ finder: a case-based approach to knowledge navigation
CAIA '95 Proceedings of the 11th Conference on Artificial Intelligence for Applications
Domain-specific FAQ retrieval using independent aspects
ACM Transactions on Asian Language Information Processing (TALIP)
Retrieving answers from frequently asked questions pages on the web
Proceedings of the 14th ACM international conference on Information and knowledge management
Cluster-Based FAQ Retrieval Using Latent Term Weights
IEEE Intelligent Systems
Expert Systems with Applications: An International Journal
Using Domain Ontology to Implement a Frequently Asked Questions system
CSIE '09 Proceedings of the 2009 WRI World Congress on Computer Science and Information Engineering - Volume 04
High-performance FAQ retrieval using an automatic clustering method of query logs
Information Processing and Management: an International Journal
Ontology-based user modeling for knowledge management systems
UM'03 Proceedings of the 9th international conference on User modeling
Supervised learning approach to optimize ranking function for Chinese FAQ-finder
PAKDD'07 Proceedings of the 11th Pacific-Asia conference on Advances in knowledge discovery and data mining
A FAQ Finding Process in Open Source Project Forums
ICSEA '10 Proceedings of the 2010 Fifth International Conference on Software Engineering Advances
Learning profiles based on hierarchical hidden markov model
ISMIS'05 Proceedings of the 15th international conference on Foundations of Intelligent Systems
A cloud of FAQ: A highly-precise FAQ retrieval system for the Web 2.0
Knowledge-Based Systems
Learning regular expressions to template-based FAQ retrieval systems
Knowledge-Based Systems
| Hi-index | 12.05 |
To facilitate access to information, companies usually try to anticipate and answer most typical customer's questions by creating Frequently Asked Questions (FAQs) lists. In this scenario, FAQ retrieval is the area of study concerned with recovering the most relevant Question/Answer pairs contained in FAQ compilations. Despite the amount of effort that has been devoted to investigate FAQ retrieval methods, how to create an maintain high quality FAQs has received less attention. In this article, we propose an entire framework to use, create and maintain intelligent FAQs. Usage mining techniques have been developed to take advantage of usage information in order to provide FAQ managers with meaningful information to improve their FAQs. Usage mining techniques include weaknesses detection and knowledge gaps discovery. In this way, the management of the FAQ is no longer directed only by expert knowledge but also by users requirements.