Using Hierarchical Knowledge Structures to Implement Dynamic FAQ Systems

This paper presents a knowledge representation that allows building hierarchical structures that can be used to build dynamically solutions to solve a particular user question. The goal of this work is to show how it is possible to define (and handle) a new knowledge representation that allows the integration of Case-based Knowledge into a graph-based representation that can be easily learned and managed. The combination of both, Case-based Knowledge and graphs allows to implement a flexible hierarchical structures (or learning graphs) that have been applied to implement a new kind of Frequently Asked Questions Systems. In these systems the output is dynamically built from the user query, using as basis structures the knowledge retrieved from a Case Base. The paper shows how the management of these cases allow enriching the knowledge base. Finally, the paper shows a specific application of this technique, in particular a Web system named DynJAQ (Dynamic Java Asked Questions). DynJAQ is a FAQ system that is able to generate dynamically several HTML guides that can be used to answer any possible question about a particular programming language (Java).