A Help Desk Support System Based on Relationship between Inquiries and Responses

We propose a help desk support system to extract FAQ (Frequently Asked Questions) automatically, to retrieve FAQ for inquiry e-mails, and to show FAQ in users’ inputting their inquiry e-mail. In the help desk, operators record inquiry e-mails and response e-mails. Between inquiries and response, there are relationship that similar words are often used. First, we propose a classification method of inquiry e-mails for describing FAQ with pairs of inquiries and responses. Second, we propose a detection method of the FAQ matching inquiry e-mail based on Jaccard coefficient between inquiries and responses. Finally, we propose a predictive search method of FAQ by matching an incomplete inquiry to FAQ.

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