Automated FAQ answering with question-specific knowledge representation for web self-service

摘要

Automated FAQ answering is a valuable complement to Web self-service: while the vast majority of site searches fail, our FAQ answering solution for restricted domains answers two thirds of the queries with accuracy over 90%. The paper is shaped as a best practice summary. The reader will find out how the shortcomings of site search are overcome by FAQ answering, what kind of techniques for FAQ retrieval are available, why question-specific knowledge representation is arguably most appropriate for restricted domains, and what peculiarities of running an FAQ answering service for a customer service may be expected.