Identifying User Issues and Request Types in Forum Question Posts Based on Discourse Analysis - Naver Labs Europe
loader image

In this paper we propose the detection of user issues and request types in technical forum question posts with a twofold purpose: supporting up-to-date knowledge generation in organizations that provide (semi-) automated customer-care services, and enriching forum metadata in order to enhance the effectiveness of search.

Context_analysis_2016_001_reference

We present a categorization system for detecting the proposed question post types based on discourse analysis, and show the advantage of using discourse patterns compared to a baseline relying on standard linguistic features.

Besides the detailed description of our method we also release our annotated corpus to the community.

NAVER LABS Europe
NAVER LABS Europe
Ceci correspond à une petite biographie d'environ 200 caractéres