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iSAC behaves even better in answering well formulated questions and matches the phones services for frequently asked questions
21 May 2012 | 152 Visits | Rating: 4 (maximum:5)
Hi, we have an extension of the study we presented days ago ealier this month of May, so that we know now how iSAC behaves with longer questions, and we can have also the comparison with Citizens Attention Services (CAS) performance answering the same set of questions put forward to iSAC and the search engines like google, google local (also called minigoogle), yahoo and bing.
|
PILOT |
google (local) |
|
iSAC |
yahoo |
bing |
CAS |
CAS 1 refinement |
CAS 2 refinements |
|
TERRASSA |
65% |
85% |
100% |
85% |
85% |
100% |
||
|
SMED |
35% |
75% |
100% |
50% |
||||
|
SMED 2 |
10% |
62% |
100% |
24% |
57% |
86% |
100% |
Again, iSAC beats search engines and get even stronger when questions are completely formulated (SMED 2) not as a collection of keywords (SMED). In the case of Saint Médard en Jalles (SMED) rows we see the decay in the performance of google (both minigoogle and the general google) and bing after well formulated questions (SME 2 row).
About CAS, the phone service, is able to answer the 100% of questions only after 2 refinements, being only 57% of answering at a first shot in the case of CAS in Saint Medard.
This results enlightens us how iSAC can be used as the right front-office for frequently asked questions, matching results of CAS (the phone service), and being a valuable tool for reducing costs for the administrations and helping to relax administrative burdens to citizens.
The list of long questions are as follows:
Table 1: SMED iSAC versus other search facilities · long question
|
LONG QUESTIONS |
|
|
|
|
|
Question |
old search engine |
google.fr |
iSAC |
bing |
|
Je voudrais connaître le menu de la cantine scolaire |
0 |
0 |
1 |
0 |
|
A quelle heure ferme la déchetterie Saint Médard |
0 |
0 |
1 |
0 |
|
Comment payer les factures de la cantine |
0 |
0 |
1 |
0 |
|
Je voudrais la liste des écoles de saint médard |
0 |
0 |
1 |
0 |
|
Quel est le programme des animations |
0 |
1 |
1 |
0 |
|
Quelles sont les offres d'emploi de la mairie ? |
1 |
1 |
1 |
1 |
|
Est-ce que la mairie recrute ? |
0 |
1 |
1 |
0 |
|
Je voudrais refaire ma carte identité |
0 |
0 |
1 |
0 |
|
Quelles sont les associations de la ville |
0 |
1 |
1 |
0 |
|
Quelles démarches faire pour un mariage |
0 |
1 |
1 |
0 |
|
Je voudrais voir une assistante sociale |
0 |
0 |
1 |
0 |
|
comment rendre les livres à la bibliothèque |
0 |
0 |
1 |
0 |
|
Quelles sont les lignes de ramassage scolaire |
0 |
1 |
1 |
0 |
|
Quelle est la date du carnaval ? |
0 |
1 |
1 |
0 |
|
Je cherche les horaires de la piscine |
0 |
1 |
1 |
0 |
|
Où trouver un plan de la ville |
0 |
1 |
1 |
1 |
|
Quel est le programme du cinéma |
0 |
1 |
1 |
1 |
|
Le nom des médecins de garde |
0 |
1 |
1 |
1 |
|
Quels sont les restaurants ? |
0 |
1 |
1 |
0 |
|
comment s'inscrire sur les listes électorales |
1 |
1 |
1 |
1 |
|
Je cherche une grande salle à louer |
0 |
0 |
1 |
0 |
|
Result |
10% |
62% |
100% |
24% |
Note: or the query in google.fr and bing the word “Ville de Saint médard en jalles” was added
Table 2: SMED iSAC versus SAC by telephone
|
Question |
Réponse |
Redirigée |
Reformulée |
Pas de réponse |
|
Je voudrais connaître le menu de la cantine scolaire |
1 |
|
|
|
|
A quelle heure ferme la déchetterie Saint Médard |
1 |
|
|
|
|
Comment payer les factures de la cantine |
|
1 |
|
|
|
Je voudrais la liste des écoles de saint médard |
1 |
|
|
|
|
Quel est le programme des animations |
|
|
1 |
|
|
Quelles sont les offres d'emploi de la mairie ? |
|
1 |
1 |
|
|
Est-ce que la mairie recrute ? |
1 |
|
|
|
|
Je voudrais refaire ma carte identité |
1 |
|
|
|
|
Quelles sont les associations de la ville |
1 |
|
|
|
|
Quelles démarches faire pour un mariage |
|
1 |
|
|
|
Je voudrais voir une assistante sociale |
|
1 |
|
|
|
comment rendre les livres à la bibliothèque |
|
1 |
|
|
|
Quelles sont les lignes de ramassage scolaire |
|
|
1 |
|
|
Quelle est la date des imaginaires ? |
1 |
|
|
|
|
Je cherche les horaires de la piscine |
1 |
|
|
|
|
Où trouver un plan de la ville |
1 |
|
|
|
|
Quel est le programme du cinéma |
1 |
|
|
|
|
Le nom des médecins de garde |
1 |
|
|
|
|
Avez- vous une liste des restaurants ? |
|
|
1 |
|
|
comment s'inscrire sur les listes électorales |
|
1 |
|
|
|
Je cherche une grande salle à louer |
1 |
|
|
|
|
Result |
57% |
29% |
19% |
0% |
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