This chapter discusses how knowledge technologies can be utilized in creating help desk services on the Semantic Web. To ease the content indexer’s work, we propose semi-automatic semantic annotation of natural language text for annotating question-answer (QA) pairs, and case-based reasoning techniques for finding similar questions. To provide answers matching the content indexer’s and end-user’s information needs, methods for combining case-based reasoning with semantic search, linking, and authoring are proposed. We integrate different data sources by using large ontologies. Techniques to utilize these sources in authoring answers are suggested. A prototype implementation of a real life ontology-based help desk application, based on an existing national library help desk service in Finland, is presented as a proof of concept.
Enhancing semantic search using case-based modular ontology
