NDLI: Collection and exploitation of expert knowledge in Web assistant system

Content Provider	IEEE Xplore Digital Library
Author	Aberg, J. Shahmehri, N.
Copyright Year	2001
Description	Author affiliation: Dept. of Comput. & Inf. Sci., Linkoping Univ., Sweden (Aberg, J.; Shahmehri, N.)
Abstract	Recent research and commercial developments have highlighted the importance of human involvement in user support for Web information systems. In our earlier work a Web assistant system was introduced, which is a hybrid support system with human Web assistants and computer based support (J. Aberg and N. Shahmehri, 2000). An important issue with Web assistant systems is how to make optimal use of these support resources. We use a knowledge management approach with frequently asked questions for a question answering system that acts as a question filter for the human assistants. Knowledge is continuously collected from the assistants and exploited to augment the question answering capabilities. Our system has been deployed and evaluated by an analysis of conversation logs and questionnaires for users and assistants. The results show that our approach is feasible and useful. Lessons learned are summarised in a set of recommendations.
Sponsorship	Univ. Hawaii College of Bus. Adm
File Size	266379
File Format	PDF
ISBN	0769509819
DOI	10.1109/HICSS.2001.927089
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2001-01-06
Publisher Place	USA
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Humans Costs Knowledge management Banking Resource management Information science Management information systems Filters Information systems Electronic commerce
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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