Conceptual classification and browsing of internet faqs using self-organizing neural networks

Widespread use of computer and internet leads to an abundant supply of information, so that many services for facilitating fluent utilization of the information have appeared. However, many computer users are not so familiar with such services that they need assistant systems to use the services effectively. In case of the internet portal services, users’ e-mail questions are answered by operator, but the increasing number of users brings plenty of burdens. At the time of writing this paper, more than 5 million people use the Hanmail net that is the biggest portal service in Korea and users’ questions per day come to about 200 cases. It is redundant and time-consuming to respond to duplicated questions by hand, and even worse user may not satisfy with the response time. Automatic processing of users’ questions might be not only efficient for operators who can avoid redundant task but also satisfiable for users.