Commercial applications through community question answering technology

Antonio Uva, Valerio Storch, Casimiro Carrino, Ugo Di Iorio, Alessandro Moschitti

Research output: Contribution to journalConference article


In this paper, we describe our experience on using current methods developed for Community Question Answering (cQA) for a commercial application focused on an Italian help desk. Our approach is based on (i) a search engine to retrieve previously answered question candidates and (ii) kernel methods applied to advanced linguistic structures to rerank the most promising candidates. We show that methods developed for cQA work well also when applied to data generated in customer service scenarios, where the user seeks for explanation about products and a database of previously answered questions is available. The experiments with our system demonstrate its suitability for an industrial scenario.

Original languageEnglish
JournalCEUR Workshop Proceedings
Publication statusPublished - 1 Jan 2017


ASJC Scopus subject areas

  • Computer Science(all)

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