Recently the demand for cost-effective solutions to the customer service problem has increased significantly. By delivering solutions automatically to the customers, an enterprise can essentially reduce their operating and training cost. In this paper, we present the design and implementation of an online help desk system based on conversational agent. Our system exploits the enabling technologies of artificial intelligence and natural language processing to offer an organization the ability to provide customer service much more economically and interactively than with traditional methods. The proposed system demonstrates a new form of e-service for an organization to increase their customer satisfaction and retention leading to competitive advantage over other organizations.

We propose a collaborative framework for collecting Thai unknown words found on Web pages over the Internet. Our main goal is to design and construct a Webbased system which allows a group of interested users to participate in constructing a Thai unknown-word open dictionary. The proposed framework provides supporting algorithms and tools for automatically identifying and extracting unknown words from Web pages of given URLs. The system yields the result of unknownword candidates which are presented to the users for verification. The approved unknown words could be combined with the set of existing words in the lexicon to improve the performance of many NLP tasks such as word segmentation, information retrieval and machine translation. Our framework includes word segmentation and morphological analysis modules for handling the non-segmenting characteristic of Thai written language. To take advantage of large available text resource on the Web, our unknown-word boundary identification approach is based on the statistical string pattern-matching algorithm.

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