Dynamic "intelligent handler" of frequently asked questions

ABSTRACT

In this paper an ongoing research into dynamic intelligent handler of frequently asked questions (FAQs) is described. Although, the use of FAQs is widely used, there is no evidence that most FAQs contain frequently asked questions. This doubt arises due to the lack of a count of the number of times particular questions are asked; lack of indicators of the most recently asked question and a profile of users who asked these questions, and when these questions were last asked. These inadequacies render FAQs less useful for gauging user information needs and for devising appropriate interventions for different categories of users. Thus, a consulting environment in which an "intelligent handler" gets questions, dynamically creates FAQs with views based on user profiles, allows users to respond to questions and choose best response to questions is being developed.

REFERENCES

• 1: Tolksdorf R, On Coordinating Information Agents and Mobility, In Intelligent Information Agents, Springer, ISBN: 3-540-65112-8, ACM, 1999, pp 397-411
• 2: Mark S. Ackerman, Augmenting the organizational memory: a field study of answer garden, Proceedings of the 1994 ACM conference on Computer supported cooperative work, p.243-252, October 22-26, 1994, Chapel Hill, North Carolina, United States [doi>10.1145/192844.193019]
• 3: Burke R D, Hammond K J, Kulyukin V A, Lytinen S L, Tomuro N & Schoenberg, Question Answering from FAQ Files: Experiences with the FAQ Finder System, 1997, http://citeseer.nj.nec.com/25442.html
• 4: George F. Luger , William A. Stubblefield, Artificial intelligence (2nd ed.): structures and strategies for complex problem-solving, Benjamin-Cummings Publishing Co., Inc., Redwood City, CA, 1993
• 5: Ng'ambi D, Dynamic Handling of FAQs, In proceedings of the Education Student's Research Conference, Cape Town, 28-29 Sept 2001, pp43

INDEX TERMS

Primary Classification:
  I. Computing Methodologies
  I.5 PATTERN RECOGNITION
      I.5.5 Implementation
          Subjects: Interactive systems

Additional Classification:
  H. Information Systems
  H.3 INFORMATION STORAGE AND RETRIEVAL
      H.3.5 On-line Information Services
          Subjects: Web-based services

  I. Computing Methodologies
  I.2 ARTIFICIAL INTELLIGENCE
      I.2.6 Learning
          Subjects: Concept learning

General Terms:
Design, Human Factors, Performance, Theory

Keywords:
FAQ pareto analysis, consulting environment, dynamic FAQs, frequently asked questions, institutional memory, intelligent FAQs