A survey of intelligent question routing systems

This paper represents a survey of the existing research in the domain of intelligent question routing. The survey starts from an original presentation paradigm that generalizes the essence of approaches found in the open literature. The presentation paradigm includes three basic processing stages related to the three major problems of system implementation. Various research efforts use different approaches for implementation of each one of the basic processing stages. Each particular approach is presented here using the same template. All these approaches are enlisted, discussed, and presented using a table, for easier comparison. The outcome of this analysis is a proposal for a new approach based on a generalized treatment of the user knowledge profiling. Major contributions of this survey paper are: (a) original presentation paradigm, (b) detailed description of existing approaches, (c) comparative study of existing approaches, and (d) proposal of a new approach to user knowledge profiling, which enables uniform incorporation of new information sources in the form of software agents.