Help Document Recommendation System

Sammanfattning: Help documents are important in an organization to use the technology applications licensed from a vendor. Customers and internal employees frequently use and interact with the help documents section to use the applications and know about the new features and developments in them. Help documents consist of various knowledge base materials, question and answer documents and help content. In day- to-day life, customers go through these documents to set up, install or use the product. Recommending similar documents to the customers can increase customer engagement in the product and can also help them proceed without any hurdles. The main aim of this study is to build a recommendation system by exploring different machine-learning techniques to recommend the most relevant and similar help document to the user. To achieve this, in this study a hybrid-based recommendation system for help documents is proposed where the documents are recommended based on similarity of the content using content-based filtering and similarity between the users using collaborative filtering. Finally, the recommendations from content-based filtering and collaborative filtering are combined and ranked to form a comprehensive list of recommendations. The proposed approach is evaluated by the internal employees of the company and by external users. Our experimental results demonstrate that the proposed approach is feasible and provides an effective way to recommend help documents.