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A detection method of FAQ matching inquiry e-mails by automatic generation of characteristic word groups on past inquiry e-mails

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4 Author(s)
Sakumichi, Y. ; Osaka Univ., Suita, Japan ; Akiyoshi, M. ; Samejima, M. ; Oka, H.

This paper discusses how to detect the inquiry e-mails corresponding to pre-defined FAQs(Frequently Asked Questions). Web-based interaction such as orders 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 pages. Help desk operators must spend lots of time on replying to process lots of e-mails even if some contents match to FAQs, we propose the automatic detection method of such e-mails based on SVM (Support Vector Machine) and specific Jaccard coefficient with positive and negative instances. Experimental results show that the proposed method can improve the recall rate to 50% and the precision rate to 91%.

Published in:

Industrial Informatics (INDIN), 2011 9th IEEE International Conference on

Date of Conference:

26-29 July 2011