Nippon Telegraph and Telephone Corporation

Satoshi Mieda

Taichi Katayama

Yuichiro Sekiguchi

A FAQ maintenance support deviceincludes a question determining unitto extract determined question items determined as question items of a customer, from contents of an inquiry from the customer and a response to the customer; a query log extracting unitto extract search queries, which corresponds to the question items of the customer stored in a FAQ search system and have been determined such that all FAQ as search results for the search query are useless for the customer; and a maintenance question candidate extracting unitto perform clustering with elements of question items of FAQ registered in the FAQ search system, the determined question items, and the search queries, and based on the clustering result, extract a candidate question item of FAQ to be maintained, and thereby, maintenance such as addition and deletion of FAQ can be performed easily.

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Tokyo, Japan

Satoshi Mieda