2016/001 - Identifying User Issues and Request Types in Forum Question Posts Based on Discourse Analysis
In this paper we propose the detection of user issues and request types in technical forum question posts with a twofold purpose: supporting up-to-date knowledge generation in organizations that provide (semi-) automated customer-care services, and enriching forum metadata in order to enhance the effectiveness of search.
We present a categorization system for detecting the proposed question post types based on discourse analysis, and show the advantage of using discourse patterns compared to a baseline relying on standard linguistic features.
Besides the detailed description of our method we also release our annotated corpus to the community.
Citation: WWW Conference, Montréal, Canada, April 11-15, 2016.