Abstract
All computer software systems, whether online or offline, require a help system. Help texts are traditionally written by software development companies and answer targeted questions in the form of how-tos and troubleshooting procedures. However, when the popularity of an application grows, users of the application themselves start adding to the corpus of help for the system in the form of online tutorials. There is, however, one problem with such tutorials. They have no direct link with the software for which they are written. Users have to search the Internet for different tutorials that are usually hosted on dispersed locations, and there is no ideal way of finding the relevant information without ending up with lots of noise in the search results. In this chapter, we describe a model for a help system which enhances this concept using collaborative tagging for categorization of “helplets.” For the knowledge retrieval part of the system, we utilize a previously developed technique based on common sense and user personalization. We use a freely available common sense reasoning toolkit for knowledge retrieval. Our architecture can be implemented in Web-based systems as well as in stand-alone desktop applications.
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Notes
- 1.
This is an extended version of work previously published in WI’07 under the title, “Using Personalization for Enhancing Common Sense and Folksonomy based Intelligent Search Systems”.
- 2.
Here, understanding refers to the structure of the problem and has nothing to do with the issue of whether a machine can actually reflect on the problems as humans can.
- 3.
Note that the grammatical and spelling mistakes are of the users entering the information. These mistakes are removed as part of a cleaning process during the extraction of information from this corpus.
- 4.
An ontology which contains the words of English language organized in synonym sets, which are linked together using relations.
- 5.
Another commonsense formalization, which is built around axioms, rules, and facts. It is a highly specialized ontology which requires expert input for its creation and use.
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Acknowledgements
This work has been supported by the Institute of Management Sciences. The authors would like to acknowledge the other members of Security Engineering Research Group for their input in this work.
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Nauman, M., Khan, S., Khan, S. (2010). Helplets: A Common Sense-Based Collaborative Help Collection and Retrieval Architecture for Web-Enabled Systems. In: Yao, J. (eds) Web-based Support Systems. Advanced Information and Knowledge Processing. Springer, London. https://doi.org/10.1007/978-1-84882-628-1_3
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