@inproceedings{c290a8b0a0b54fa38ed4310486ab55c1,
title = "Automated FAQ answering with question-specific knowledge representation for web self-service",
abstract = "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.",
keywords = "Automated question answering, FAQ answering, FAQ retrieval, Web self-service",
author = "Eriks Sneiders",
year = "2009",
doi = "10.1109/HSI.2009.5090996",
language = "English",
isbn = "9781424439607",
series = "Proceedings - 2009 2nd Conference on Human System Interactions, HSI '09",
pages = "298--305",
booktitle = "Proceedings - 2009 2nd Conference on Human System Interactions, HSI '09",
note = "2009 2nd Conference on Human System Interactions, HSI '09 ; Conference date: 21-05-2009 Through 23-05-2009",
}