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

Content Provider	IEEE Xplore Digital Library
Author	Sakumichi, Y. Akiyoshi, M. Samejima, M. Oka, H.
Copyright Year	2011
Description	Author affiliation: Codetoys Ltd (Oka, H.) \|\| Osaka University (Sakumichi, Y.; Akiyoshi, M.; Samejima, M.)
Abstract	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%.
Starting Page	53
Ending Page	56
File Size	2700845
Page Count	4
File Format	PDF
ISBN	9781457704352
e-ISBN	9781457704345
e-ISBN	9781457704338
DOI	10.1109/INDIN.2011.6034836
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2011-07-26
Publisher Place	Portugal
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Support vector machines Accuracy Web pages Companies Feature extraction Electronic mail Servers
Content Type	Text
Resource Type	Article

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