A Hybrid Approach for the Management of FAQ Documents in Latin Languages

Essential for the success of FAQ systems is their ability to systematically manage knowledge including the intelligent retrieval of useful FAQ documents and the continuous evolution of the knowledge base. Based on our experiences, we propose a hybrid approach for the management of FAQ documents on programming languages written in Portuguese, Spanish or other latin languages. The approach integrates various types of knowledge and provides intelligent mechanisms for knowledge access as well as the continuous evolution and improvement of the FAQ system throughout its life cycle. The principal strength of the approach lies in the integration of techniques from Case-Based Reasoning and Information Retrieval customized to the specific requirements and characteristics of the management of FAQ documents. The approach is currently being implemented and evaluated in the context of an international research project.