Analysis of FAQ and improvement of information retrieval for call center operation

Abstract

At a call center, an operator searches for an appropriate manual based on an inquiry given by the customer.However, it is difficult to choose a correct manual from retrieval results. The purpose of this study is to analyze manuals used in an actual call center in order to build an effective retrieval method such as a two-question-and-two-answer scheme. We applied a clustering technique to the manuals and analyzed data by cluster visualization. We then investigated the potential to employ the approach. We finally compared the proposed method with the baseline method and showed its effectiveness.