Nowadays, with the radical growth of the Internet, worldwide online discussion forums have become a popular social mechanism for people to learn novel information and knowledge. Frequently asked questions (FAQs), which is a collection of questions commonly asked in the newsgroups along with presumably definitive answers, has become an important reference for readers to understand backgrounds of the newsgroup discussions and to locate their desired answers, if any. The construction of FAQs, however, is prone to errors and time-consuming. Approaches to supporting FAQ generation for administrators are desired to develop. In this paper, we propose a four-step approach to supporting the FAQ list generation based on question/answer pairs collected from newsgroup discussions without labor-intensive processes. Texts are processed, and keywords along with synonyms in context are extracted from the answer part. Cluster analysis helps to identify the answer clusters and the corresponding question clusters are formed accordingly. Representative contents of the answer clusters and the question clusters are finally extracted to support administrators to generate FAQs. Our approach is applied in a real-world case where data are collected from the newsgroup in Usenet. FAQ in a primitive form is constructed using our approach. Evaluations are the performed with satisfactory results. The feasibility of our proposed approach is thus justified.

Målet var att designa en demo till en modulär och dynamisk kundtjänstsida. Denna sida skulle lätt kunna skalas, byggas på och kopplas till andra system. Lite mer konkret så designas en hemsida åt apoteket Kronan, på uppdrag av Connectel. Men tanken är att koden lätt ska kunna modifieras för att säljas till andra företagskunder, med andra behov. För att uppnå dessa mål krävs en front-end och en back-end. Front-end är den delen som kontrollerar vad som visas på hemsidan. Denna skrevs med hjälp av HTML, CSS och Javascript i ramverket "Vue". Back-end består av en databas i MySQL och en API skriven i Go. API är den delen som hanterar databasen och all kommunikation mellan de olika delarna i applikationen. Slutpodukten för projektet var en sida som uppfyllde majoriteten av målen, den är dock inte helt klar för produktion.

Mémoire numérisé par la Direction des bibliothèques de l'Université de Montréal.

Submitted by CARLA ALESSANDRA RODRIGUES DE SOUZA DE AZEVEDO (casouza@finep.gov.br) on 2014-06-06T18:42:34Z No. of bitstreams: 1 Projeto Final Mestrado Administração Pública versão final.pdf: 1184345 bytes, checksum: eddf39fe57e6613fd400401997279004 (MD5) / Approved for entry into archive by ÁUREA CORRÊA DA FONSECA CORRÊA DA FONSECA (aurea.fonseca@fgv.br) on 2014-06-09T13:20:58Z (GMT) No. of bitstreams: 1 Projeto Final Mestrado Administração Pública versão final.pdf: 1184345 bytes, checksum: eddf39fe57e6613fd400401997279004 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2014-06-11T11:56:26Z (GMT) No. of bitstreams: 1 Projeto Final Mestrado Administração Pública versão final.pdf: 1184345 bytes, checksum: eddf39fe57e6613fd400401997279004 (MD5) / Made available in DSpace on 2014-06-11T11:56:34Z (GMT). No. of bitstreams: 1 Projeto Final Mestrado Administração Pública versão final.pdf: 1184345 bytes, checksum: eddf39fe57e6613fd400401997279004 (MD5) Previous issue date: 2014-04-16 / This research target is to provide accurate information for supplying the agreement manager with the necessary conditions to present accountability over a larger probability of approval by FINEP. The causes of the most frequent errors found in the financial implementation of projects that prevent the adoption of accountability in the analysis were investigated. The research has been done in two steps: documental research and data treatment. The first step was consisting of qualitative data collection and document analysis. Period studied was between January 1st, 2013 until November 30, 2013 - most recent ones, with agreements signed between 2001 and 2012. In this research were considered all analyzed agreements in that period referred, supported by FNDCT resources for studies and research development, analyzed by FINEP with at least one impropriety. Documental research has been realized at department DPCl in charge for the following - up of financial execution in FINEP agreements. Just to inform that 2476 agreements were analyzed throughout 2013; being 1248 approved and 1228 with some kind of impropriety. Second step has been quantitative, has been by saturation, using descriptive statistics with data exploratory analysis. Data treatment has been realized from the observed frequency distribution. As research result it can be observed that the ten most recurrent improprieties correspond to 90 % of all period. Before this fact there can be some proposal to orienting the agreements, through one FAQ at FINEP site, showing already signed agreements with FNDCT resources, easy understand and plain access. / O objetivo desta pesquisa é fornecer informações que propiciem ao gestor de convênios, condição necessária para apresentar uma prestação de contas com maior probabilidade de aceitação por parte da FINEP. Foram pesquisadas as causas dos erros mais frequentes detectados na execução financeira dos projetos que impedem a aprovação da prestação de contas no momento da análise. A pesquisa foi realizada em duas etapas: pesquisa documental e tratamento dos dados. A primeira etapa foi qualitativa constando de coleta de dados e análise documental. O período analisado foi de 01/01/2013 a 30/11/2013, por serem as mais recentes, abrangendo convênios assinados entre 2001 e 2012. Nesta pesquisa foram considerados todos os convênios analisados no período acima referido, apoiados com recursos FNDCT para desenvolvimento de estudos e pesquisas, analisados pela FINEP, e com ao menos uma impropriedade. A pesquisa documental foi realizada no Departamento de Prestação de Contas de Convênio, Termos e Acordos de Cooperação - DPC1, responsável pelo acompanhamento da execução financeira dos convênios na FINEP. Cabe informar que foram analisados 2.476 convênios ao todo no ano de 2013, sendo 1.248 aprovados e 1.228 com alguma impropriedade. A segunda etapa da pesquisa foi quantitativa, e a técnica por saturação, utilizando estatística descritiva com análise exploratória dos dados. O tratamento dos dados foi realizado a partir da distribuição de frequência observada. Como resultado da pesquisa, observa-se que as dez impropriedades mais recorrentes correspondem a 90% de todas as impropriedades do período analisado. Diante disto, cabe a proposta de orientação ao convenente, através de um FAQ no site da FINEP, abordando assuntos afetos a convênios assinados com recursos FNDCT, de fácil entendimento e acesso.

Magíster en Ingeniería de Negocios con Tecnologías de Información. Ingeniera Civil Industrial / La Superintendencia de Educación es el organismo público encargado de asegurar la calidad de la educación en los niveles de educación parvularia, básica y media. Para resguardar los derechos de la comunidad escolar tiene la facultad de fiscalizar a los establecimientos educacionales, y atender las consultas y denuncias de la ciudadanía. El proceso de atención de consultas está estructurado en tres niveles. El primer nivel tiene el primer contacto con el usuario, donde se acoge la consulta y se entrega una respuesta. Si el grado de complejidad de esta requiere de mayor especialización, se escala a un segundo o tercer nivel. En este proceso los funcionarios responden en base a su experiencia, donde el primer nivel de atención logra responder el 40 % de las consultas anuales y el tiempo de respuesta promedio de los distintos niveles es de 2 o más días. El año 2016, la Superintendencia realiza un cambio en su modelo de atención privilegiando el uso de canales remotos, y percibe un drástico aumento de la demanda de consultas, sobre un 400 %. Luego, prevé que la misma forma de operar existente no es sostenible y urge mejorar la efectividad del primer nivel de atención si se desea mantener o mejorar los estándares de calidad de la atención de consultas de los ciudadanos. El objetivo general del proyecto fue el de mejorar la efectividad del primer nivel de atención de consultas, y asegurar una efectividad igual o superior en el largo plazo. Para esto el proyecto consistió en la definición de preguntas frecuentes (FAQ) de la ciudadanía. Asimismo, dada la naturaleza dinámica de los contenidos y problemas que enfrenta la comunidad educativa, para asegurar el nivel de efectividad del primer nivel de atención en el largo plazo, se propone un proceso de actualización continua de la base de conocimiento que incluye un método semi-automático de monitoreo de nuevo conocimiento latente basado en el análisis sistemático de la información de las consultas. Finalmente, se concluye que la definición de preguntas frecuentes y accesibilidad a estas por cualquier funcionario durante la atención de las consultas es un medio efectivo para solucionar el problema. Como primer resultado se aumentó el desempeño del primer nivel de atención del 40 % al 78 %. Así también, se concluye que el método semi-autómatico para la actualización de la base de conocimiento de preguntas frecuentes, no sólo es útil para aprender, mantener o aumentar gradualmente la efectividad del primer nivel de atención sino que también, es conveniente para enfocar los recursos, al identificar cuándo y cómo dirigir la aplicación de estrategias según el momento o contingencia.

<p>The rapid growth in the development of Internet-basedinformation systems increases the demand for natural langu-ageinterfaces that are easy to set up and maintain. Unfortunately,the problem of understanding natural language queries is farfrom being solved. Therefore this research proposes a simplertask of matching a one-sentence-long user question to a numberof question templates, which cover the knowledge domain of theinformation system, without in-depth understanding of the userquestion itself.The research started with development of an FAQ(Frequently Asked Question) answering system that providespre-stored answers to user questions asked in ordinary English.The language processing technique developed for FAQ retrievaldoes not analyze user questions. Instead, analysis is appliedto FAQs in the database long before any user questions aresubmitted. Thus, the work of FAQ retrieval is reduced tokeyword matching without understanding the questions, and thesystem still creates an illusion of intelligence.Further, the research adapted the FAQ answering techniqueto a question-answering interface for a structured database,e.g., relational database. The entity-relationship model of thedatabase is covered with an exhaustive collection of questiontemplates - dynamic, parameterized "frequently asked questions"- that describe the entities, their attributes, and therelationships in form of natural language questions. Unlike astatic FAQ, a question template contains entity slots - freespace for data instances that represent the main concepts inthe question. In order to answer a user question, the systemfinds matching question templates and data instances that fillthe entity slots. The associated answer templates create theanswer.Finally, the thesis introduces a generic model oftemplate-based question answering which is a summary andgene-ralization of the features common for the above systems:they (i) split the application-specific knowledge domain into anumber of question-specific knowledge domains, (ii) attach aquestion template, whose answer is known in advance, to eachknowledge domain, and (iii) match the submitted user questionto each question template within the context of its ownknowledge domain.</p><p><b>Keywords:</b>automated question answering, FAQ answering,question-answering system, template-based question answering,question template, natural language based interface</p>

The rapid growth in the development of Internet-basedinformation systems increases the demand for natural langu-ageinterfaces that are easy to set up and maintain. Unfortunately,the problem of understanding natural language queries is farfrom being solved. Therefore this research proposes a simplertask of matching a one-sentence-long user question to a numberof question templates, which cover the knowledge domain of theinformation system, without in-depth understanding of the userquestion itself.The research started with development of an FAQ(Frequently Asked Question) answering system that providespre-stored answers to user questions asked in ordinary English.The language processing technique developed for FAQ retrievaldoes not analyze user questions. Instead, analysis is appliedto FAQs in the database long before any user questions aresubmitted. Thus, the work of FAQ retrieval is reduced tokeyword matching without understanding the questions, and thesystem still creates an illusion of intelligence.Further, the research adapted the FAQ answering techniqueto a question-answering interface for a structured database,e.g., relational database. The entity-relationship model of thedatabase is covered with an exhaustive collection of questiontemplates - dynamic, parameterized "frequently asked questions"- that describe the entities, their attributes, and therelationships in form of natural language questions. Unlike astatic FAQ, a question template contains entity slots - freespace for data instances that represent the main concepts inthe question. In order to answer a user question, the systemfinds matching question templates and data instances that fillthe entity slots. The associated answer templates create theanswer.Finally, the thesis introduces a generic model oftemplate-based question answering which is a summary andgene-ralization of the features common for the above systems:they (i) split the application-specific knowledge domain into anumber of question-specific knowledge domains, (ii) attach aquestion template, whose answer is known in advance, to eachknowledge domain, and (iii) match the submitted user questionto each question template within the context of its ownknowledge domain. Keywords:automated question answering, FAQ answering,question-answering system, template-based question answering,question template, natural language based interface / <p>NR 20140805</p>

在目前網路和資訊科技迅速發展的環境底下，我們可對推薦系統做多方面的應用，而我們可知在一般家庭底下或多或少都會面臨一些狀況。為瞭解決大多數家庭都會面臨到的問題並省卻一般以人工來解決問題的方式，我們將提供一套線上解答系統並適時推薦有效答案給使用者。首先可利用FAQ的機制，讓使用者自行在系統上面尋找解決的方法和管道，提供一般的基本解答；然後結合推薦系統的功能，讓此問題的解答更加個人化。有別於一般的推薦系統只以個人為推薦單位，此系統將以家庭為單位的基礎底下實現推薦機制，以期能夠適時給予屬於整個家庭為核心之最適當的建議。並藉由使用者本身對系統之解答所做出的回饋來持續修正系統的準確度，以提高使用者的滿意度。 / Under current E-business environment, it is a great issue to keep customer's relationship by improving their satisfaction. On the other hand, it is usual to have some parent-children problems in families. Therefore, in order to assist to the problem-solving that most families would encounter, this research proposes an on-line system to recommend answers to users in appropriate time. The system would combine the mechanism of FAQ, which offer the general basic answer, and the function of recommender system to allow the personalized answers further. The proposed system is different from other recommender systems because we take the whole family as a unit, not just the looking-for-help parent or child. In addition, we would collect feedbacks provided by users who have applied the system answers. It is hoped to improve the user’s satisfactions, solve their family problems.

Philosophiae Doctor - PhD / Short Message Service (SMS) is one of the most popularly used services for communication between mobile phone users. In recent times it has also been proposed as a means for information access. However, there are several challenges to be overcome in order to process an SMS, especially when it is used as a query in an information retrieval system.SMS users often tend deliberately to use compacted and grammatically incorrect writing that makes the message difficult to process with conventional information retrieval systems. To overcome this, a pre-processing step known as normalization is required. In this thesis an investigation of SMS normalization algorithms is carried out. To this end,studies have been conducted into the design of algorithms for translating and normalizing SMS text. Character-based, unsupervised and rule-based techniques are presented. An investigation was also undertaken into the design and development of a system for information access via SMS. A specific system was designed to access information related to a Frequently Asked Questions (FAQ) database in healthcare, using a case study. This study secures SMS communication, especially for healthcare information systems. The proposed technique is to encipher the messages using the secure shell (SSH) protocol.

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