{"metadata":{"_oai":{"id":"oai:ipsj.ixsq.nii.ac.jp:00043210","sets":["1164:3782:3840:3842"]},"path":["3842"],"owner":"1","recid":"43210","title":["ヘルプデスクシステムにおける類似事例検索機能の開発及び評価"],"pubdate":{"attribute_name":"公開日","attribute_value":"1999-09-24"},"_buckets":{"deposit":"7b523ac2-e995-402e-91a5-bee59e4d945b"},"_deposit":{"id":"43210","pid":{"type":"depid","value":"43210","revision_id":0},"owners":[1],"status":"published","created_by":1},"item_title":"ヘルプデスクシステムにおける類似事例検索機能の開発及び評価","author_link":["0","0"],"item_titles":{"attribute_name":"タイトル","attribute_value_mlt":[{"subitem_title":"ヘルプデスクシステムにおける類似事例検索機能の開発及び評価"},{"subitem_title":"Development and Evaluation of Similarity - Based Case Document Retrieval for Help Desk System","subitem_title_language":"en"}]},"item_type_id":"4","publish_date":"1999-09-24","item_4_text_3":{"attribute_name":"著者所属","attribute_value_mlt":[{"subitem_text_value":"（株）日立製作所システム開発研究所"},{"subitem_text_value":"（株）日立製作所システム開発研究所"},{"subitem_text_value":"（株）日立製作所システム開発研究所"},{"subitem_text_value":"日立電子サービス（株）"}]},"item_4_text_4":{"attribute_name":"著者所属(英)","attribute_value_mlt":[{"subitem_text_value":"Systems Development Laboratory, Hitachi, Ltd.","subitem_text_language":"en"},{"subitem_text_value":"Systems Development Laboratory, Hitachi, Ltd.","subitem_text_language":"en"},{"subitem_text_value":"Systems Development Laboratory, Hitachi, Ltd.","subitem_text_language":"en"},{"subitem_text_value":"Hitachi Electronics Services Co., Ltd.","subitem_text_language":"en"}]},"item_language":{"attribute_name":"言語","attribute_value_mlt":[{"subitem_language":"jpn"}]},"item_publisher":{"attribute_name":"出版者","attribute_value_mlt":[{"subitem_publisher":"情報処理学会","subitem_publisher_language":"ja"}]},"publish_status":"0","weko_shared_id":-1,"item_file_price":{"attribute_name":"Billing file","attribute_type":"file","attribute_value_mlt":[{"url":{"url":"https://ipsj.ixsq.nii.ac.jp/record/43210/files/IPSJ-DD99020001.pdf"},"date":[{"dateType":"Available","dateValue":"2001-09-24"}],"format":"application/pdf","billing":["billing_file"],"filename":"IPSJ-DD99020001.pdf","filesize":[{"value":"942.5 kB"}],"mimetype":"application/pdf","priceinfo":[{"tax":["include_tax"],"price":"660","billingrole":"5"},{"tax":["include_tax"],"price":"330","billingrole":"6"},{"tax":["include_tax"],"price":"0","billingrole":"32"},{"tax":["include_tax"],"price":"0","billingrole":"44"}],"accessrole":"open_date","version_id":"2d3a684f-60f9-44f2-ae5c-599f2ce1838e","displaytype":"detail","licensetype":"license_note","license_note":"Copyright (c) 1999 by the Information Processing Society of Japan"}]},"item_4_creator_5":{"attribute_name":"著者名","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"森本, 由起子"},{"creatorName":"間瀬, 久雄"},{"creatorName":"辻, 洋"},{"creatorName":"衣川, 一久"}],"nameIdentifiers":[{}]}]},"item_4_creator_6":{"attribute_name":"著者名(英)","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"Yukiko, Morimoto","creatorNameLang":"en"},{"creatorName":"Hisao, Mase","creatorNameLang":"en"},{"creatorName":"Hiroshi, Tsuji","creatorNameLang":"en"},{"creatorName":"Kazuhisa, Kinugawa","creatorNameLang":"en"}],"nameIdentifiers":[{}]}]},"item_4_source_id_9":{"attribute_name":"書誌レコードID","attribute_value_mlt":[{"subitem_source_identifier":"AN10539261","subitem_source_identifier_type":"NCID"}]},"item_4_textarea_12":{"attribute_name":"Notice","attribute_value_mlt":[{"subitem_textarea_value":"SIG Technical Reports are nonrefereed and hence may later appear in any journals, conferences, symposia, etc."}]},"item_resource_type":{"attribute_name":"資源タイプ","attribute_value_mlt":[{"resourceuri":"http://purl.org/coar/resource_type/c_18gh","resourcetype":"technical report"}]},"item_4_description_7":{"attribute_name":"論文抄録","attribute_value_mlt":[{"subitem_description":"企業では顧客サービスの一環として、顧客からの製品やサービスに関する問合せや苦情に対応する部署（以下、ヘルプデスクとする）を設けている。ヘルプデスクでは、オペレータはどのような内容の問合せや苦情に対しても的確かつ迅速に対応することが要求されており、これらのオペレータの作業を支援する環境として、我々は自然言語処理技術を用いたヘルプデスクシステムを構築してきた。本システムは、間合せ事例の登録・管理機能及び、間合せ内容に類似する事例をこれまでに蓄積した過去の事例から抽出する類似事例検索機能を備えている。今回更に、事例に含まれるキーワードの係り受け関係に着目した絞り込み検索用キーワードの自動抽出方式を提案し、絞り込み検索支援機能を本システムに新たに付加したので、評価実験の結果と合わせて報告する。","subitem_description_type":"Other"}]},"item_4_description_8":{"attribute_name":"論文抄録(英)","attribute_value_mlt":[{"subitem_description":"Manufacturing or service companies have customer service centers (help desk) to answer various kinds of questions or claims from their customers. Since service operators must answer them rapidly and correctly, computer systems have been required to support the operators' work. We developed similarity-based case document retrieval for the help desk system. It retrieves similar case documents to a customer's question from document database. We also developed a filtering function to reduce the number of retrieved documents by using keywords extracted in real-time from retrieved case documents. This paper describes the keyword extraction method and its evaluation.","subitem_description_type":"Other"}]},"item_4_biblio_info_10":{"attribute_name":"書誌情報","attribute_value_mlt":[{"bibliographicPageEnd":"8","bibliographic_titles":[{"bibliographic_title":"情報処理学会研究報告デジタルドキュメント（DD）"}],"bibliographicPageStart":"1","bibliographicIssueDates":{"bibliographicIssueDate":"1999-09-24","bibliographicIssueDateType":"Issued"},"bibliographicIssueNumber":"78(1999-DD-020)","bibliographicVolumeNumber":"1999"}]},"relation_version_is_last":true,"weko_creator_id":"1"},"id":43210,"updated":"2025-01-22T11:04:28.304064+00:00","links":{},"created":"2025-01-18T23:09:40.197659+00:00"}