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Cluster-Based FAQ Retrieval Using Latent Term Weights
March/April 2008 (vol. 23 no. 2)
pp. 58-65
Harksoo Kim, Kangwon National University
Jungyun Seo, Sogang University
To resolve lexical disagreement problems in FAQ retrieval, we propose a high-performance FAQ retrieval system using query-log clustering. The FAQ retrieval system is divided into two subsystems: a query-log clustering system and a cluster-based retrieval system. During indexing, the query-log clustering subsystem classifies the logs of users' queries into predefined FAQ categories using a dimensionality reduction technique called latent semantic analysis. Then, it groups the query logs according to the classification results. During retrieval, the cluster-based retrieval subsystem smoothes the FAQs using the query-log clusters. Then, it calculates the similarities between the users' queries and the smoothed FAQs. Using the cluster-based retrieval technique, the proposed system can partially bridge lexical chasms between users' queries and FAQs. In addition, the proposed system outperforms the traditional information retrieval systems in FAQ retrieval.

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Index Terms:
lexical disagreement problem, latent semantic analysis, query log clustering, FAQ smoothing, cluster-based FAQ retrieval
Harksoo Kim, Jungyun Seo, "Cluster-Based FAQ Retrieval Using Latent Term Weights," IEEE Intelligent Systems, vol. 23, no. 2, pp. 58-65, March-April 2008, doi:10.1109/MIS.2008.23
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