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Automatic handling of Frequently Asked Questions using Latent Semantic Analysis
Linköping University, Department of Computer and Information Science. Linköping University, The Institute of Technology.
Linköping University, Department of Computer and Information Science, NLPLAB - Natural Language Processing Laboratory. Linköping University, The Institute of Technology. (HCS)ORCID iD: 0000-0003-4899-588X
2009 (English)In: IJCAI Workshop on Knowledge and Reasoning in Practical Dialogue Systems, Association for the Advancement of Artificial Intelligence , 2009Conference paper, Published paper (Refereed)
Abstract [en]

We present results from using Latent Semantic Analysis (LSA) for automatic handling of FAQs (Frequently Asked Questions). FAQs have a high language variability and include a mixture of technical and non-technical terms. LSA has a potential to be useful for automatic handling of FAQ as it reduces the linguistic variability and capture semantically related concept. It is also easy to adapt for FAQ. LSA does not require any sophisticated linguistic analyses and merely involves various vector operations. We evaluate LSA for FAQ on a corpus comprising 4905 FAQ items from a collection of 65000 mail conversations. Our results show that Latent Semantic Analysis, without linguistic analyses, gives results that are on par other methods for automatic FAQ.

Place, publisher, year, edition, pages
Association for the Advancement of Artificial Intelligence , 2009.
National Category
Computer Science
Identifiers
URN: urn:nbn:se:liu:diva-58839OAI: oai:DiVA.org:liu-58839DiVA: diva2:345910
Available from: 2010-09-02 Created: 2010-08-27 Last updated: 2014-01-13Bibliographically approved

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Jönsson, Arne

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