FAQ-based Question Answering via Knowledge Anchors

Question answering (QA) aims to understand user questions and find appropriate answers. In real-world QA systems, Frequently Asked Question (FAQ) based QA is usually a practical and effective solution, especially for some complicated questions (e.g., How and Why). Recent years have witnessed the great successes of knowledge graphs (KGs) utilized in KBQA systems, while there are still few works focusing on making full use of KGs in FAQ-based QA. In this paper, we propose a novel Knowledge Anchor based Question Answering (KAQA) framework for FAQ-based QA to better understand questions and retrieve more appropriate answers. More specifically, KAQA mainly consists of three parts: knowledge graph construction, query anchoring and query-document matching. We consider entities and triples of KGs in texts as knowledge anchors to precisely capture the core semantics, which brings in higher precision and better interpretability. The multi-channel matching strategy also enable most sentence matching models to be flexibly plugged in out KAQA framework to fit different real-world computation costs. In experiments, we evaluate our models on a query-document matching task over a real-world FAQ-based QA dataset, with detailed analysis over different settings and cases. The results confirm the effectiveness and robustness of the KAQA framework in real-world FAQ-based QA.