2016/001 - Identifying User Issues and Request Types in Forum Question Posts Based on Discourse Analysis
- Agnes Sandor , Nikolaos Lagos , Vo Ngoc-Phuoc-An , Caroline Brun
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.
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.
Citation: WWW Conference, Montréal, Canada, April 11-15, 2016.