Estimation of FAQ knowledge bases by using semantic expressions for questions and answers
Jun Harada, Masao Fuketa, Kazuhiro Morita, Touru Sumitomo, Wataru Hiraishi, El-Sayed Atlam, Jun‐ichi Aoe · International Journal of Computer Applications in Technology · 2008
This paper presents an estimation method of the FAQ service by introducing the following measurements: 1. user's disrepute for products which defined by four types of classifying questions (IMPOSSIBLE, SIDE EFFECT, INSUFFICIENT and UNCLEAR) and the degree for each type is defined; 2. kindness for solutions replied which defined by four types of classifying answers (ACTION, CONFIRMATION, EXPLANATION, and NO PROBLEM) and the degree for each type is defined; 3. comprehension for answers which defined by semantic expressions of questions and answers; 4. sufficiency and quality for the whole FAQ service that introduced by the measurements 1, 2 and 3.