A Users Inquiry E-mail Matching Method To Pre-Described FAQs With Specific Words-Weighted Jaccard Coefficient

カテゴリ: 研究会(論文単位)

論文No: IS10014

グループ名: 【C】電子・情報・システム部門 情報システム研究会

発行日: 2010/04/23

タイトル(英語): A User's Inquiry E-mail Matching Method To Pre-Described FAQs With Specific Words-Weighted Jaccard Coefficient

著者名: Sakumichi Yuki(Osaka University),Kenmotsu Masahiro(Osaka University),Iwai Koichi(Osaka University),Akiyoshi Masanori(Osaka University)

著者名(英語): Sakumichi Yuki(Osaka University),Kenmotsu Masahiro(Osaka University),Iwai Koichi(Osaka University),Akiyoshi Masanori(Osaka University)

要約(日本語): This paper discusses how to match the inquiry e-mails to pre-defined FAQs(Frequently Asked Questions). Web-basedinteraction such as order and registration form on a Web page is usually provided with its FAQ page for helping auser, however, most users submit their inquiry e-mails without checking such a page. This causes a help desk operatorto process lots of e-mails even if some contents correspond to FAQs. Automatic matching of inquiry e-mails topre-described FAQs is proposed based on specific words-weighted Jaccard coefficient. Some experimental results showits effectiveness. We also discuss future work to improve our method.

原稿種別: 日本語

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