TY - GEN
T1 - Modelling user Behaviour in online Q&A communities for customer support
AU - Aumayr, Erik
AU - Hayes, Conor
N1 - Publisher Copyright:
© Springer International Publishing Switzerland 2014.
PY - 2014
Y1 - 2014
N2 - With the increased popularity of Questions and Answers (Q&A) platforms, especially as a means to efficient customer support management, a lot of research has been carried out in order to study the user behaviour on Q&A sites. However, many research questions remain unanswered, as the underlying dynamics of replying in online communication platforms are not yet fully understood. One reason for this is that the interaction patterns in typical datasets with thousands of users and millions of posts are too complex to be broken down to the level of the individual users. In this paper, we present an agent-based model of online Q&A communities that is able to explain how these complex behaviour patterns evolve from the basic interactions of the individual agents. We evaluate our model on the SAP Community Network, and find that it closely reproduces Q&A behaviour of the real data.
AB - With the increased popularity of Questions and Answers (Q&A) platforms, especially as a means to efficient customer support management, a lot of research has been carried out in order to study the user behaviour on Q&A sites. However, many research questions remain unanswered, as the underlying dynamics of replying in online communication platforms are not yet fully understood. One reason for this is that the interaction patterns in typical datasets with thousands of users and millions of posts are too complex to be broken down to the level of the individual users. In this paper, we present an agent-based model of online Q&A communities that is able to explain how these complex behaviour patterns evolve from the basic interactions of the individual agents. We evaluate our model on the SAP Community Network, and find that it closely reproduces Q&A behaviour of the real data.
UR - https://www.scopus.com/pages/publications/84927740507
U2 - 10.1007/978-3-319-10491-1_19
DO - 10.1007/978-3-319-10491-1_19
M3 - Conference Publication
T3 - Lecture Notes in Business Information Processing
SP - 179
EP - 191
BT - E-Commerce and Web Technologies - 15th International Conference, EC-Web 2014, Proceedings
A2 - Hepp, Martin
A2 - Hoffner, Yigal
PB - Springer-Verlag
T2 - 15th International Conference on E-Commerce and Web Technologies, EC-Web 2014
Y2 - 1 September 2014 through 4 September 2014
ER -