Title: 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

Addresses: 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

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.

Keywords: question and answer systems; customer relationship management; CRM; frequently asked questions; FAQ; semantics; user satisfaction.

DOI: 10.1504/IJCAT.2008.019491

International Journal of Computer Applications in Technology, 2008 Vol.32 No.1, pp.69 - 81

Published online: 14 Jul 2008 *

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