An identification method of inquiry E-mails to the matching faq for automatic question answering

Abstract

This paper discusses how to match the inquiry e-mails to pre-defined FAQs(Frequently Asked Questions). Web-based interaction such as order and registration form on a Web page is usually provided with its FAQ page for helping a user, however, most users submit their inquiry e-mails without checking such a page. This causes a help desk operator to process lots of e-mails even if some contents correspond to FAQs. Automatic matching of inquiry e-mails to pre-described FAQs is proposed based on SVM(Support Vector Machine) and specific Jaccard coefficient. Some experimental results show its effectiveness. We also discuss future work to improve our method. © 2010 Springer-Verlag Berlin Heidelberg.