Building knowledge components to enhance frequently asked question

Abstract

A web page that adopts knowledge components concepts is able to help its users in delivering or obtaining information and knowledge through websites itself. In this study, the adoption of knowledge components is implemented through an agent and it is compared to other types of FAQ. A well-structured agent and its knowledge components will benefit the websites users and motivates them to leverage on usage of the FAQ. This research also includes the development of knowledge components, agent and the result of observation is done to view user's perception. Program D works as the interpreter is part of the methodology, which is created using open source Artificial Intelligence Mark-up Language (AIML) and Program D. The system implementation includes Knowledge Warehouse, which stores and organized the knowledge components. The goal of this study is to develop the knowledge components and it is implemented through agent. The outcome of this study is measured by comparing the agent with knowledge components with link type FAQ and top down FAQ. These three types of FAQ serve the same purpose, which is to cater frequent normal questions and ad-hoc queries from website users. It is hope that a well-structured knowledge component could enhance the usage of Internet FAQ where people could benefit an appropriate and relevant answer upon having any enquiries. © 2007 Springer.