A Classification Method of Inquiry E-mails for Describing FAQ with Automatic Setting Mechanism of Judgment Thresholds

Abstract

In this paper the authors propose a classification method of inquiry e-mails for describing FAQ (Frequently Asked Questions) and automatic setting mechanism of judgment thresholds. In this method, a dictionary used for classification of inquiries is generated and updated automatically by statistical information of characteristic words in clusters, and inquiries are classified correctly to each proper cluster by using the dictionary. Threshold values are automatically set by using statistical information.