Application of self-organizing maps to classification and browsing of FAQ E-mails

Hyun Don Kim, Sung Bae Cho

Research output: Chapter in Book/Report/Conference proceedingConference contribution

2 Citations (Scopus)

Abstract

Widespread use of computer and Internet leads to an abundant supply of information, so that many services for facilitating fluent utilization of the information have appeared. However, many computer users are not so familiar with such services that they need assistant systems to use the services easily. In the case of Internet portal services, users' e-mail questions are answered by operator, but increasing number of users brings plenty of burdens. In this paper, we propose a two-level self-organizing map (SOM) that automatically responds to the users' questions on Internet, and helps them to find their answer for themselves by browsing the map hierarchically. The method consists of keyword clustering SOM that reduces a variable length question to a normalized vector, and document classification SOM that classifies the question into an answer class. The final map is also used for browsing. Experiments with real world data from Hanmail net, the biggest portal service in Korea, show the usefulness of the proposed method. Also, the browsing based on the map is conceptual and efficient.

Original languageEnglish
Title of host publicationAdvances in Artificial Intelligence
Subtitle of host publicationPRICAI 2000 Workshop Reader - Four Workshops held at PRICAI 2000, Revised Papers
EditorsRyszard Kowalczyk, Seng W. Loke, Nancy E. Reed, Graham Williams
PublisherSpringer Verlag
Pages44-55
Number of pages12
ISBN (Print)3540425977, 9783540454083
DOIs
Publication statusPublished - 2001
Event6th Pacific Rim International Conference on Artificial Intelligence, PRICAI 2000 - Melbourne, Australia
Duration: 2000 Aug 282000 Sep 1

Publication series

NameLecture Notes in Artificial Intelligence (Subseries of Lecture Notes in Computer Science)
Volume2112
ISSN (Print)0302-9743

Other

Other6th Pacific Rim International Conference on Artificial Intelligence, PRICAI 2000
CountryAustralia
CityMelbourne
Period00/8/2800/9/1

All Science Journal Classification (ASJC) codes

  • Theoretical Computer Science
  • Computer Science(all)

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    Kim, H. D., & Cho, S. B. (2001). Application of self-organizing maps to classification and browsing of FAQ E-mails. In R. Kowalczyk, S. W. Loke, N. E. Reed, & G. Williams (Eds.), Advances in Artificial Intelligence: PRICAI 2000 Workshop Reader - Four Workshops held at PRICAI 2000, Revised Papers (pp. 44-55). (Lecture Notes in Artificial Intelligence (Subseries of Lecture Notes in Computer Science); Vol. 2112). Springer Verlag. https://doi.org/10.1007/3-540-45408-x_6