Abstract
This paper discusses how to detect the inquiry e-mails corresponding to pre-defined FAQs (Frequently Asked Questions). Web-based interactions such as order and registration form on a Web page are usually provided with their FAQ pages for helping a user. However, most users submit their inquiry e-mails without checking such pages. This causes a help desk operator to process lots of e-mails even if some contents match FAQs. Automatic detecting of such e-mails is proposed based on SVM (Support Vector Machine) and specific Jaccard coefficient based on positive and negative already-received inquiry e-mails. Experimental results show its effectiveness, and we also discuss future work to improve our method.
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