Method And Apparatus For A Frequently-Asked Questions Portal Workflow

摘要

In FAQ based systems, associating questions with answers can be a time consuming task if performed manually. In one embodiment, a method of building a frequently-asked questions (FAQ) portal can include creating cluster labels. The labels can include predefined universal semantic labels and application-specific labels. The method can further include applying the cluster labels to clusters of queries within an FAQ application. The method can additionally include adjusting the application-specific labels to support combined and newly created clusters of queries based on application-specific queries within the FAQ application on an ongoing basis and reapplying the universal semantic labels and the adjusted application-specific labels to the combined and newly created clusters of queries. The method and system proposed herein allow for the automated clustering of queries and association with applicable answers, which leads to higher efficiencies for a faster response time for a user.

主权项

1. A method of building a frequently-asked questions (FAQ) portal, the method comprising:
creating cluster labels, the labels including predefined universal semantic labels and application-specific labels; applying the cluster labels to clusters of queries within an FAQ application; and adjusting the application-specific labels to support combined and newly created clusters of queries based on application-specific queries within the FAQ application on an ongoing basis and reapplying the universal semantic labels and the adjusted application-specific labels to the combined and newly created clusters of queries.