Intelligent guidance method for remote consultation systems using history of user's reference

Recently, remote consulting service systems along the network are developed. This paper describes the method to guide a user of such a system to the appropriate consultant automatically. The method, firstly, analyzes the history of user's references to the information server provided by the system and infers the user's needs from the references. Secondly, it assigns an appropriate consultant according to the extracted needs. The needs extraction method is evaluated through an experiment and verified its power of extraction. We also describe some methods to improve the precision of the needs extraction and compare them with the original method.