1. ASK NJIT LIBRARY: A Natural Language Website Self-Service Solution Haymwantee P. Singh Reference Librarian New Jersey Institute of Technology Newark, NJ singhh@njit.edusinghh@njit.edu (973) 596-8498 http://library.njit.edu/ VALE / NJ ACRL/ NJLA CUS Tenth Annual Users' Conference Friday, January 9, 2009

3. How do I place a book on hold?

12. Suggested Q’s

15. ASK NJIT LIBRARY: A Natural Language Website Self-service Solution Answering service that answers the repetitive questions – ready reference questions.

16. ASK NJIT LIBRARY: A Natural Language Website Self-service Solution provides a 24/7 website self-service experience that makes it easy for website visitors to type a question in natural language and get one right answer, powered by Intelliresponse 24/7 website self-service experience that makes it easy for website visitors to type a question in natural language and get one right answer, powered by Intelliresponse

18. www.intelliresponse.com IntelliResponseIntelliResponse is an Instant Answer Agent, implemented by more than 100 higher education institutions. Intelliresponse Marketing, October 17 th 2008

19. 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 17 th 2008

20. www.intelliresponse.com IntelliResponse has been successfully deployed campus wide as well as in support of individual department(s) Intelliresponse Marketing, October 17 th 2008

21. Some Customers of IR NJIT Penn State Ohio State Harvard University Hofstra University Budget Trucks Bell Canada ING Direct Johns Hopkins University of Toronto

33. System Performance

34. System Performance Overview - As of Oct 28, 2008 778448265

35. System Performance Overview - Oct 28, 2008 How do I cite my sources?

36. System Performance Overview - Oct 28, 2008 Where can I find information on workshops?

38. How do I renew my books online? 48 Response Hit Frequency Report

39. System Usage Distribution Chart Total Questions Asked by Hour of Day

40. System Usage Distribution Chart Total Questions Asked by Day of week

41. What are the Library Hours? Natural language terms used calendar sched* hour* Hrs Hors – note spelling hr (what time) Clos* Open* Tim*

42. 2008 Total Q’s asked Total Single Answer Top Q’s Not Answered

43. Fiscal Performance Fiscal Performance - Fiscal Year Ending December 31, 2008 QuarterTotal QuestionsSystem Health Q120262% Q2148377% Q3204674% 09-1330 Q4203183% Total 5762

44. Total questions per year6000 Number of minutes per question5 Total hours for 6000 questions500 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

45. 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.

46. 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.

47. 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.

48. Is there another library using IR?

49. University of Western Ontario Library

50. Similar Programs to Intelliresponse RealDialog from Astute Solutions Rightanswers RIGHTNOW Talisma

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

52. ASK NJIT LIBRARY: A Natural Language Website Self-service Solution VALE / NJ ACRL/ NJLA CUS Tenth Annual Users' Conference Friday, January 9, 2009