Automated FAQ Database Construction Using User History Data
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Solution Overview
Problem
Conventional systems face difficulties in efficiently constructing and maintaining FAQ databases, particularly in constructing and maintaining representative question and answer sentences, which burdens operators and affects search accuracy.
Innovation Solution
An information processing apparatus and method that creates support information for constructing and maintaining FAQ databases using a combination of representative questions, answer sentences, and user history data, allowing for the addition, deletion, and modification of FAQ entries to improve search accuracy.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If operators manually construct and maintain FAQ databases, then search accuracy can be maintained, but operational burden and time consumption increase
Solution Approach 1:
The system automatically constructs and maintains FAQ databases by processing user questions and answers without requiring manual operator intervention. The automatic FAQ construction unit extracts questions and answers from user interactions and automatically adds them to the FAQ database, enabling the system to serve itself rather than requiring continuous human maintenance.
Solution Approach 2:
The system utilizes feedback from user questions and answers to automatically update and refine the FAQ database. By processing actual user interactions and incorporating them into the database, the system continuously improves its knowledge base based on real usage patterns, maintaining high search accuracy without manual intervention.
2Manufacturing precision
If operators manually maintain FAQ databases, then database quality can be controlled, but productivity decreases
Solution Approach 1:
The automatic FAQ construction unit processes user questions and answers automatically, extracting relevant information and adding it to the FAQ database without operator intervention. This self-service capability maintains database quality while significantly improving productivity by eliminating manual data entry and maintenance tasks.
Solution Approach 2:
The system replaces manual mechanical operations (typing, copying, pasting FAQ entries) with automated computational processes. The automatic FAQ construction unit uses algorithms to process natural language questions and answers, extract key information, and systematically add it to the database, substituting human labor with automated mechanical processing.
3Reliability
If the system processes user history data, then search accuracy improves, but device complexity increases
Solution Approach 1:
The system divides the complex task of processing user history data into separate functional modules. The automatic FAQ construction unit handles one aspect (extracting questions and answers), while other modules handle different aspects (storing data, processing queries, updating databases). This segmentation reduces overall system complexity by making each component more manageable and independent.
Solution Approach 2:
The automatic FAQ construction unit serves multiple functions: it processes user questions, extracts relevant information, adds entries to the FAQ database, and updates the knowledge base. By consolidating these functions into a single multi-functional unit, the system achieves improved search accuracy without proportionally increasing complexity.
Data Source
AI summary
There is provided an information processing apparatus which includes a creation unit and a processing unit. The creation unit is configured to create support information for supporting at least one of construction and maintenance of a database on the basis of first information including a representative question and an answer sentence associated with the representative question and stored in the database stored in a storage unit and second information indicating a history of reception with respect to a user. The processing unit is configured to execute processing of performing at least one of construction and maintenance of the database on the basis of input information input to the support information created by the creation unit.