ASK NJIT LIBRARY: A Natural Language Website Self-Service Solution

Haymwantee P. SinghReference Librarian

New Jersey Institute of Technology Newark, NJ

singhh@njit.edu (973) 596-8498http://library.njit.edu/

VALE / NJ ACRL/ NJLA CUS Tenth Annual Users' Conference Friday, January 9, 2009

How do I place a book on hold?

How do I place a book on hold?

Suggested Q’s

ASK NJIT LIBRARY: A Natural Language Website Self-service Solution

Answering service

that answers the repetitive questions – ready reference questions.

ASK NJIT LIBRARY: A Natural Language Website Self-service Solution

provides aprovides a

24/7 website self-service experience24/7 website self-service experience that that makes it easy for website visitors to type a makes it easy for website visitors to type a question in natural language and get question in natural language and get one one right answerright answer, , powered by powered by Intelliresponse Intelliresponse

www.intelliresponse.com

IntelliResponse is an Instant Answer Agent, implemented by more than 100 higher education institutions.

Intelliresponse Marketing, October 17th 2008

www.intelliresponse.com

To help administrators, registrars, marketers and department heads understand exactly what your students’ top needs are, IntelliResponse captures every question, and analyzes and reports on the data in a variety of ways.

Intelliresponse Marketing, October 17th 2008

www.intelliresponse.com

IntelliResponse has been successfully deployed campus wide as well as in support of individual department(s)

Intelliresponse Marketing, October 17th 2008

Some Customers of IR

• NJIT• Penn State • Ohio State• Harvard University • Hofstra University • Budget Trucks• Bell Canada• ING Direct• Johns Hopkins• University of Toronto

 

 

 

 

 

 

 

 

 

 System Performance

System Performance Overview - As of Oct 28, 2008

77 844 8265

System Performance Overview - Oct 28, 2008

How do I cite my sources?

System Performance Overview - Oct 28, 2008

Where can I find information on workshops?

 

 

How do I renew my books online?

48

Response Hit Frequency Report

System Usage Distribution Chart

 Total Questions Asked by Hour of Day

Total Questions Asked by Hour of day

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System Usage Distribution Chart

Total Questions Asked by Day of week

 

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Total Questions Asked

What are the Library Hours?

Natural language terms used• calendar• sched*• hour* • Hrs• Hors – note spelling• hr• (what time)• Clos*• Open*• Tim*

2008

Total Q’s asked

Total SingleAnswer

Top Q’s

Not Answered

Fiscal Performance

Fiscal Performance - Fiscal Year Ending December 31, 2008

Quarter Total Questions System Health

Q1 202 62%

Q2 1483 77%

Q3 2046 74% 09-1330

Q4 2031 83%

Total 5762  

Total questions per year 6000

Number of minutes per question 5

Total hours for 6000 questions 500

Annual cost at student rate of $8.00 per hour $4,000.00

Annual rate at Librarian rate of $30.00 per hour $15,000.00

Cost

Benefits Of This Program• Allows users to find accurate answers without

having to look through many layers of websites, thus enhancing users’ search experiences.

• Answers repetitive questions simultaneously 24/7.

• Reduces e-mail volume.

• Reduces phone calls.

• Reduces chat sessions.

Benefits Of This Program• Reveals implied customer needs without surveys or

focus groups• Captures information that can be employed to

improve current knowledge or create new knowledge. • Optimizes use of resources - free up staff time for

other value added library programs/services. • Reduces a lot of navigating functions/features

associated with website Q&A solutions (such as FAQ), thus reducing frustration.

What Have We Learned?

• Some of our websites:– may be inaccurate– may need a makeover– could be more user friendly

• Our library policies may need revision • Our users wish to have their indepth

homework questions answered • Our Intelliresponse knowledgebase will be

a continuous WIP.

 Is there another library using IR?

University of Western Ontario Library

Similar Programs to Intelliresponse

• RealDialog from Astute Solutions

• Rightanswers

• RIGHTNOW

• Talisma

Collaboration?

It is possible for libraries to share questions and natural language terms very early in a knowledge base development.

ASK NJIT LIBRARY: A Natural Language Website Self-service Solution

VALE / NJ ACRL/ NJLA CUS Tenth Annual Users' Conference

Friday, January 9, 2009