Improving accuracy of SMS based FAQ retrieval system

Abstract

In the present scenario, we are looking for a better way to access information. Short Messaging Service (SMS) is one of the popularly used services that provide information access to the people having mobile phones. However, there are several challenges in order to process a SMS query automatically. Humans have the tendency to use abbreviations and shortcuts in their SMS. We call these inconsistencies as noise in the SMS. In this paper we present an improved version of SMS based FAQ retrieval system. We have mainly added three improvements to the previous system. They are (i) proximity score, (ii) length score and (iii) an answer matching system. Our experiments show that the accuracy of our system outperforms the accuracy of current state-of-the-art system. We demonstrate the effectiveness of our approach by considering many real-life FAQ-datasets from different domains (e.g. Agriculture, Bank, Health, Insurance and Telecom etc.).