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Detection of FAQs Matching Inquiry E‐mails by Automatic Generation of Characteristic Word Groups from Past Inquiry E‐mails
Author(s) -
Sakumichi Yuki,
Akiyoshi Masanori,
Samejima Masaki,
Oka Hironori
Publication year - 2014
Publication title -
electronics and communications in japan
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.131
H-Index - 13
eISSN - 1942-9541
pISSN - 1942-9533
DOI - 10.1002/ecj.11482
Subject(s) - jaccard index , computer science , matching (statistics) , desk , frequently asked questions , process (computing) , information retrieval , word (group theory) , support vector machine , world wide web , artificial intelligence , mathematics , pattern recognition (psychology) , statistics , programming language , medicine , geometry , medical education , operating system
SUMMARY This paper discusses how to detect inquiry e‐mails corresponding to predefined FAQs (frequently asked questions). Web‐based interactions such as ordering and registration forms on a Web page are usually provided with FAQ pages to help users. However, most users submit their inquiry e‐mails without checking such pages. This causes help desk operators to process large numbers of e‐mails even if some contents match FAQs. Automatic detection of such e‐mails is proposed based on an SVM (support vector machine) and a specific Jaccard coefficient based on positive and negative already‐received inquiry e‐mails. Experimental results show its effectiveness, and we also discuss future work to improve our method.