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.
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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
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DOI: https://doi.org/10.1007/978-3-642-14883-5_5
Publisher Name: Springer, Berlin, Heidelberg
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