Effective FAQ Retrieval and Question Matching With Unsupervised Knowledge Injection
This work addresses FAQ retrieval for applications like customer support by enhancing relevance measures, though it is incremental as it builds on existing similarity and relevance combination methods.
The paper tackles FAQ retrieval and question matching by injecting unsupervised knowledge from generic and domain-specific sources into a contextual language model to improve query-answer relevance, achieving promising performance on a Chinese FAQ dataset and a large-scale question-matching task.
Frequently asked question (FAQ) retrieval, with the purpose of providing information on frequent questions or concerns, has far-reaching applications in many areas, where a collection of question-answer (Q-A) pairs compiled a priori can be employed to retrieve an appropriate answer in response to a user\u2019s query that is likely to reoccur frequently. To this end, predominant approaches to FAQ retrieval typically rank question-answer pairs by considering either the similarity between the query and a question (q-Q), the relevance between the query and the associated answer of a question (q-A), or combining the clues gathered from the q-Q similarity measure and the q-A relevance measure. In this paper, we extend this line of research by combining the clues gathered from the q-Q similarity measure and the q-A relevance measure and meanwhile injecting extra word interaction information, distilled from a generic (open domain) knowledge base, into a contextual language model for inferring the q-A relevance. Furthermore, we also explore to capitalize on domain-specific topically-relevant relations between words in an unsupervised manner, acting as a surrogate to the supervised domain-specific knowledge base information. As such, it enables the model to equip sentence representations with the knowledge about domain-specific and topically-relevant relations among words, thereby providing a better q-A relevance measure. We evaluate variants of our approach on a publicly-available Chinese FAQ dataset, and further apply and contextualize it to a large-scale question-matching task, which aims to search questions from a QA dataset that have a similar intent as an input query. Extensive experimental results on these two datasets confirm the promising performance of the proposed approach in relation to some state-of-the-art ones.