Abstract
Recently the number of interactions between a company and its customers has been increased and it has taken a lot of time and cost of help desk operators. Companies construct FAQ pages in their web site and try to provide better services for their customer, however it takes surplus costs to analyze stored inquiries and extract frequent questions and answers. In this paper the authors propose a classification method of inquiry e-mails for describing FAQ (Frequently Asked Questions). In this method, a dictionary used for classification of inquiries is generated and updated automatically by statistical information of characteristic words in clusters, and inquiries are classified correctly to a proper cluster. This method achieved 70 percent precision of inquiry classification in an experiment with practical data stored in the registration management system for a sports association.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
Similar content being viewed by others
References
Morimoto, Y., Mase, H., Hirai, C., Kinugawa, K.: Operator Support for Help Desk System (Information Retrieval). Transactions of Information Processing Society of Japan 44(7), 1731–1739 (2003)
Enoki, H., Tatsumi, S.: Workflow Management with a Multi-agent System and an Application to a Helpdesk System(Special Issue on Next Generation Mobile Communication Networks and their Applications). Transactions of Information Processing Society of Japan 43(12), 4023–4033 (2002)
Nasukawa, T.: Text Mining Application for Call Centers(Special Issue: Text Mining). Journal of Japanese Society for Artificial Intelligence 16(2), 219–225 (2001)
Takayama, Y., Aikawa, T., Suzuki, K.: Problem Solving Function in Helpdesk Support Systems. In: Proceedings of the IEICE General Conference, Information system (1), p. 61 (2000)
Shimazu, H., Ito, M.: Trends, Technologies and Strategies for Customer Support. Journal of Information Processing Society of Japan 39(9), 912–917 (1998)
Sneiders, E.: Automated FAQ Answering with Question-specific Knowledge Representation for Web Self-service. In: 2nd Conference on Human System Interactions (HSI 2009), pp. 298–305 (2009)
Sheng-Yuan, Y.: Developing an Ontological FAQ System with FAQ Processing and Ranking Techniques for Ubiquitous Services. In: First IEEE International Conference on Ubi-Media Computing, pp. 541–546 (2008)
Chih-Hao, H., Song, G., Rung-Chin, C., Shou-Kuo, D.: Using Domain Ontology to Implement a Frequently Asked Questions System. In: World Congress on Computer Science and Information Engineering, vol. 4, pp. 714–718 (2009)
Harksoo, K., Jungyun, S.: Cluster-Based FAQ Retrieval Using Latent Term Weights. IEEE Intelligent Systems 23(2), 58–65 (2008)
Hammond, K., Burke, R., Martin, C., Lytinen, S.: FAQ finder: a case-based approach to knowledge navigation. In: 11th Conference on Artificial Intelligence for Applications, pp. 80–86 (1995)
Li, Y., Chung, S.M., Holt, J.D.: Text document clustering based on frequent word meaning sequences. Data & Knowledge Engineering 64(1), 381–404 (2008)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2010 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Iwai, K., Iida, K., Akiyoshi, M., Komoda, N. (2010). A Classification Method of Inquiry e-Mails for Describing FAQ with Self-configured Class Dictionary. In: de Leon F. de Carvalho, A.P., RodrÃguez-González, S., De Paz Santana, J.F., RodrÃguez, J.M.C. (eds) Distributed Computing and Artificial Intelligence. Advances in Intelligent and Soft Computing, vol 79. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-14883-5_5
Download citation
DOI: https://doi.org/10.1007/978-3-642-14883-5_5
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-14882-8
Online ISBN: 978-3-642-14883-5
eBook Packages: EngineeringEngineering (R0)