Interactive Question Answering for Customer Service Representative using Information State concept

Abstract

Interactive Question Answering (IQA) is a branch of Question Answering (QA) with interactivity enhancement, enabling dialogue with users. This paper explain how to build a prototype of IQA system, with its supporting aspect such as understanding user's topic, knowledge structure, and information recording in dialogue. Tree data structure is used for structuring IQA knowledge base. Information recording througout dialogue is using Information State (IS) concept, adapted from two previous model: Poesio-Traum model and Cooper-Larsson Model. IS model is adjusted based on knowledge structure and a specific needs of Customer Service Representative behaviour. An interactivity testing is conducted to test whether aspects of IQA needs is fulfilled. We have succesfully built the prototype, using IS concept.