ASK NJIT library: A natural language knowledge base self-service solution

Document Type

Conference Proceeding

Publication Date

1-1-2009

Abstract

As library websites proliferated over the years, librarians have developed ways of enhancing users' experiences as they navigate a vast ocean of valuable library resources. Librarians have also been creative in handling high volume inquiries via online help desk service that include FAQ, chat service and email reference that have some 24/7 elements. These services are necessary but still not sufficient for today's impatient library users looking for instant gratification. This paper addresses a 24/7 website self-service experience that makes it easy for website visitors to type a question in natural language and get one right answer. It will be demonstrated how ready reference questions can now be answered through a natural language knowledgebase powered by IntelliResponse that can be updated every time a user asks a new but important question. There are many benefits of this empowering program such as reduction of email volume, phone calls and chat sessions and reduced navigation linked with website Q&A or FAQ solutions. The quality of end user experience is measured objectively via system generatedreports. Potential exists for institutions to collaborate and build such knowledgebases more efficiently and for development of self-learning tools. © American Society for Engineering Education, 2009.

Identifier

85029121015 (Scopus)

Publication Title

ASEE Annual Conference and Exposition Conference Proceedings

e-ISSN

21535965

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