دانلود رایگان مقاله انگلیسی سیستم پرسش و پاسخ مبتنی بر Q و A با استفاده از رفتار مشتری و مدل سازی عملکرد خدمات - الزویر 2018

Abstract

When customers are interested in a service or intend to buy it, they sometimes have questions on that service. In this study, we considered an inquiry system in which customers ask questions on a specific service and obtain correct information on the service. For such an inquiry system, a question-answering (Q&A) technology is needed. Many programming modules for such a technology have been developed and can be easily used for system development. In many Q&A technologies, machine-learning techniques are involved, and we need to prepare training data consisting of pairs of an answer and assumed questions. For training-data preparation, an answer set for a service should be defined as the first step and the answer set should cover all the information on the service that customers may ask about. By using a customer-behavior model and introducing a service-function model, we propose a method of effectively collecting knowledge information for an answer set on a service. Through a case study, we show that we can collect exhaustive knowledge information for an answer set with our method compared to the case in which domain experts collect knowledge information in their own way. For an actual project, we also considered an actual inquiry-system-development project, with training data obtained with the proposed method, and showed that the system covers almost all the information on the service that customers may ask after a user test.

 Conclusion

In this study, we considered an inquiry system in which customers ask questions on a specific service and obtain correct information on that service. In the inquiry system, a Q&A technology has an important role, and many programming module for Q&A technology have been made available as APIs. When using a machine-learning module such as categorization-based Q&A technology, we need to prepare training data that contain pairs of an answer and assumed questions. We showed that the quality of the inquiry system depends on the quality of the training data, and the training data should satisfy Suitability and Accurateness. We should first obtain an exhaustive answer set in training data to satisfy Suitability To solve such a challenge in practical system development regarding training data, we proposed a method of obtaining an answer set by organizing knowledge information on a service required for an inquiry system. We introduced the buying stages based on a customer-behavior model and defined the knowledge information types for each buying stage. We also defined a service-function model and introduced steps in collecting service elements using this model. By using collected service elements and the relations between the required knowledge-information types, we organized knowledge information for an answer set in training data. Through a case study, we showed that we could collect service elements exhaustively with the proposed method compared to the case in which domain experts collect knowledge information in their own way. By applying the proposed method to an inquiry-system-development project, we showed that we can collect almost all answers that customers may ask and avoid cases in which the training data do not satisfy Suitability and the developer and service provider should define a new answer for a question that the system cannot respond to correctly. In many services, the service provider collects questions at the call center. For future work, we will modify the proposed method to organize knowledge information for an inquiry system by using FAQs and develop a semiautomatic method for organizing knowledge information.