As a part of customer service, there has been growing demand for call centers, whose function is to answer customer questions, such as usage inquiries for purchased products. In order to provide precise answers to the customer questions, frequently updated knowledge is required for newly developed products. The stressful nature of the work for the call center operators tend to discourage them to stay long with the center, and as a result, the companies are incurring increased personnel and training expenses for maintaining a group of highly skilled operators.
This paper describes the basic technology employed in our interactive navigation system, designed to allow users to solve their own problems without operator intervention, and thus minimizing the operator work at the call centers. The system is intended to guide the users to the required Q & A data expressed in natural language, stored within the call center database, where the natural language expressions or questions entered by the users are analyzed and used as the retrieval input. As a method for evaluating the importance in the task of query construction, of each term comprising the initial input question, we have developed a new method for altering the key-terms extracted from the set of initial questions matching the stored questions. We call this method the “success factor analysis method”. It has been shown through our experiments that the term limiting or decomposing the heads of the sentence greatly influences the search accuracy, and hence, that the actual matching accuracy is substantially improved by empirically determining the priority of the terms and supplementing the query with these terms.
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