FAQ-Centered Organizational Memory [chapter]

Shih-Hung Wu, Min-Yuh Day, Tzong-Han Tsai, Wen-Lian Hsu
2002 Knowledge Management and Organizational Memories  
The value of a piece of information in an organization is related to its retrieval (or requested) frequency. Therefore, collecting the answers to the frequently asked questions (FAQs) and constructing a good retrieval mechanism is a useful way to maintain organizational memory (OM). Since natural language is the easiest way for people to communicate, we have designed a natural language dialogue system for sharing the valuable knowledge of an organization. The system receives a natural language
more » ... a natural language query from the user and matches it with a FAQ. Either an appropriate answer will be returned according to the user profile or the system will ask-back another question to the user so that a more detailed query can be formed. This dialogue will continue until the user is satisfied or a detailed answer is obtained. In this paper, we apply natural language processing techniques to build a computer system that can help achieve the goal of OM.
doi:10.1007/978-1-4615-0947-9_9 fatcat:n7m3uuyxqfa4rpipsy2kvgkv7q