Improving SMS Based FAQ Retrieval Using Proximity and Length Score

Abstract

In the present scenario, we all are looking for a better way to access information. Short Messaging Service (SMS) is one of the popularly used services that provide information access to the people having mobile phones. However, there are several challenges in order to process a SMS query automatically. Humans have the tendency to use abbreviations and shortcuts in their SMS. We call these inconsistencies as noise in the SMS. In this paper we present an improved version of SMS based FAQ retrieval system. We have mainly added three improvements to the previous system. They are (i) proximity score, (ii) length score and (iii) an answer matching system. This way we noticed the improvement in the accuracy of the SMS based FAQ retrieval system. We demonstrate the effectiveness of our algorithm by considering many real-life FAQ-datasets from different domains (e.g. Agriculture, Bank, Health, Insurance and Telecom etc).