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Method for automatically finding frequently asked questions in a helpdesk data set

  • US 6,804,670 B2
  • Filed: 08/22/2001
  • Issued: 10/12/2004
  • Est. Priority Date: 08/22/2001
  • Status: Active Grant
First Claim
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1. A method for automatically classifying frequently asked questions, comprising:

  • generating a dictionary including a subset of words contained in a document set based on a frequency of occurrence of each word in the document set;

    generating a count of occurrences of each word in the dictionary within each document in the document set;

    partitioning the set of documents into a plurality of clusters, each cluster containing at least one document;

    for each cluster, sorting dictionary terms with reference to occurrence frequency within the cluster;

    determining a search space by selecting candidate dictionary terms within a desired depth of search;

    selecting a plurality of terms from the candidate dictionary terms that correspond to a predetermined level of detail;

    identifying a set of examples containing the selected set of terms;

    setting the identified set of examples as a frequently asked question;

    wherein setting the identified set of examples includes the step of determining if the number of identified set of examples exceeds zero; and

    wherein if the number of identified set of examples exceeds zero, selecting an overlap between the identified set of examples and other sets of examples is less than a predetermined value, P, then setting the identified set of examples as a frequently asked question.

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