Streamlining Knowledge Map Construction for an Online Auction House Using Automatic Term Filtering

Shailaja Venkatsubramanyan
Additional contact information
Shailaja Venkatsubramanyan: San Jose State University, USA

International Journal of Applied Logistics (IJAL), 2010, vol. 1, issue 4, 64-79

Abstract: Organizations are building automated technical support software that can help both consumers and field support engineers with problem resolution. The goal of the automated technical support system is reducing operational cost and increasing customer satisfaction. This paper examines the set of challenges that knowledge engineers face in building automated technical support software. This paper uses a technical services engagement with a major online auction house with tens of millions of users to highlight the challenges and present an automated knowledge map generation technique. The objective of this automated technique was to improve the quality of expressions extracted from documents, which would reduce the burden on knowledge engineers to construct knowledge maps. The technique was run on large corpora of documents in the online auction house and found a significant increase in the quality of the knowledge map. Further experimentation showed that the technique works well for other domains as well.

Date: 2010
References: Add references at CitEc
Citations:

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... .4018/jal.2010100105 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:igg:jal000:v:1:y:2010:i:4:p:64-79

Access Statistics for this article

International Journal of Applied Logistics (IJAL) is currently edited by Lincoln C. Wood

More articles in International Journal of Applied Logistics (IJAL) from IGI Global
Bibliographic data for series maintained by Journal Editor ().