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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.

Context_analysis_2016_001

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.

WWW Conference, Montréal, Canada, April 11-15, 2016.
2016
2016/001