{"id":"https://openalex.org/W7140187602","doi":"https://doi.org/10.1145/3737841.3787579","title":"Design and Evaluation of an Automated Email-Based Inquiry Response System with Related FAQs to Promote User Self-Resolution","display_name":"Design and Evaluation of an Automated Email-Based Inquiry Response System with Related FAQs to Promote User Self-Resolution","publication_year":2026,"publication_date":"2026-03-24","ids":{"openalex":"https://openalex.org/W7140187602","doi":"https://doi.org/10.1145/3737841.3787579"},"language":null,"primary_location":{"id":"doi:10.1145/3737841.3787579","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3737841.3787579","pdf_url":null,"source":null,"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2026 ACM SIGUCCS Annual Conference","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://doi.org/10.1145/3737841.3787579","any_repository_has_fulltext":null},"authorships":[{"author_position":"first","author":{"id":null,"display_name":"Takahiro Nemoto","orcid":"https://orcid.org/0000-0001-6990-4620"},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Takahiro Nemoto","raw_affiliation_strings":["Tokyo University of Agriculture and Technology, Koganei, Tokyo, Japan"],"affiliations":[{"raw_affiliation_string":"Tokyo University of Agriculture and Technology, Koganei, Tokyo, Japan","institution_ids":[]}]},{"author_position":"middle","author":{"id":null,"display_name":"Shun Nishiura","orcid":"https://orcid.org/0009-0002-9399-7964"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Shun Nishiura","raw_affiliation_strings":["Tokyo University of Agriculture and Technology, Koganei, Tokyo, Japan"],"affiliations":[{"raw_affiliation_string":"Tokyo University of Agriculture and Technology, Koganei, Tokyo, Japan","institution_ids":[]}]},{"author_position":"middle","author":{"id":null,"display_name":"Miyuki Ishibashi","orcid":"https://orcid.org/0009-0003-6608-1368"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Miyuki Ishibashi","raw_affiliation_strings":["Tokyo University of Agriculture and Technology, Koganei, Tokyo, Japan"],"affiliations":[{"raw_affiliation_string":"Tokyo University of Agriculture and Technology, Koganei, Tokyo, Japan","institution_ids":[]}]},{"author_position":"last","author":{"id":null,"display_name":"Kinya Fujita","orcid":"https://orcid.org/0000-0002-1193-5069"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Kinya Fujita","raw_affiliation_strings":["Tokyo University of Agriculture and Technology, Koganei, Tokyo, Japan"],"affiliations":[{"raw_affiliation_string":"Tokyo University of Agriculture and Technology, Koganei, Tokyo, Japan","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":4,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.95598206,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"20","last_page":"23"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12607","display_name":"Personal Information Management and User Behavior","score":0.8565000295639038,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12607","display_name":"Personal Information Management and User Behavior","score":0.8565000295639038,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10470","display_name":"Usability and User Interface Design","score":0.0414000004529953,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10789","display_name":"Interactive and Immersive Displays","score":0.00570000009611249,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/desk","display_name":"Desk","score":0.821399986743927},{"id":"https://openalex.org/keywords/workload","display_name":"Workload","score":0.699999988079071},{"id":"https://openalex.org/keywords/automation","display_name":"Automation","score":0.6410999894142151},{"id":"https://openalex.org/keywords/information-system","display_name":"Information system","score":0.35269999504089355},{"id":"https://openalex.org/keywords/user-interface","display_name":"User interface","score":0.349700003862381},{"id":"https://openalex.org/keywords/user-requirements-document","display_name":"User requirements document","score":0.3343000113964081}],"concepts":[{"id":"https://openalex.org/C2776545233","wikidata":"https://www.wikidata.org/wiki/Q1064858","display_name":"Desk","level":2,"score":0.821399986743927},{"id":"https://openalex.org/C2778476105","wikidata":"https://www.wikidata.org/wiki/Q628539","display_name":"Workload","level":2,"score":0.699999988079071},{"id":"https://openalex.org/C115901376","wikidata":"https://www.wikidata.org/wiki/Q184199","display_name":"Automation","level":2,"score":0.6410999894142151},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5663999915122986},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.453900009393692},{"id":"https://openalex.org/C180198813","wikidata":"https://www.wikidata.org/wiki/Q121182","display_name":"Information system","level":2,"score":0.35269999504089355},{"id":"https://openalex.org/C89505385","wikidata":"https://www.wikidata.org/wiki/Q47146","display_name":"User interface","level":2,"score":0.349700003862381},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3449000120162964},{"id":"https://openalex.org/C115903868","wikidata":"https://www.wikidata.org/wiki/Q80993","display_name":"Software engineering","level":1,"score":0.34389999508857727},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.336899995803833},{"id":"https://openalex.org/C143267671","wikidata":"https://www.wikidata.org/wiki/Q7901856","display_name":"User requirements document","level":2,"score":0.3343000113964081},{"id":"https://openalex.org/C110354214","wikidata":"https://www.wikidata.org/wiki/Q6314146","display_name":"Engineering management","level":1,"score":0.3328000009059906},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.3303000032901764},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.3257000148296356},{"id":"https://openalex.org/C31352089","wikidata":"https://www.wikidata.org/wiki/Q3750474","display_name":"Systems design","level":2,"score":0.29670000076293945},{"id":"https://openalex.org/C2779518306","wikidata":"https://www.wikidata.org/wiki/Q2734036","display_name":"Office automation","level":2,"score":0.2824999988079071},{"id":"https://openalex.org/C3017568202","wikidata":"https://www.wikidata.org/wiki/Q2899888","display_name":"User needs","level":2,"score":0.26750001311302185},{"id":"https://openalex.org/C177212765","wikidata":"https://www.wikidata.org/wiki/Q627335","display_name":"Workflow","level":2,"score":0.26339998841285706},{"id":"https://openalex.org/C161772715","wikidata":"https://www.wikidata.org/wiki/Q1136996","display_name":"User-centered design","level":2,"score":0.2540999948978424}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3737841.3787579","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3737841.3787579","pdf_url":null,"source":null,"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2026 ACM SIGUCCS Annual Conference","raw_type":"proceedings-article"}],"best_oa_location":{"id":"doi:10.1145/3737841.3787579","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3737841.3787579","pdf_url":null,"source":null,"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2026 ACM SIGUCCS Annual Conference","raw_type":"proceedings-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":6,"referenced_works":["https://openalex.org/W2405187948","https://openalex.org/W2613617473","https://openalex.org/W2765338544","https://openalex.org/W3082232209","https://openalex.org/W4403737618","https://openalex.org/W4404416970"],"related_works":[],"abstract_inverted_index":{"Today\u2019s":[0],"information":[1],"systems":[2],"are":[3],"becoming":[4],"increasingly":[5],"advanced":[6],"and":[7,9,16,101,113,118,127],"diverse,":[8],"help":[10,33,102],"desk":[11,103],"inquiries":[12],"have":[13],"become":[14],"broader":[15],"more":[17],"complex,":[18],"making":[19],"the":[20,53,89,96,115,138],"streamlining":[21],"of":[22,98],"inquiry":[23,132],"handling":[24],"an":[25,86],"urgent":[26],"issue.":[27],"However,":[28],"users":[29,100],"tend":[30],"to":[31,42,45,78,142],"contact":[32],"desks":[34],"expecting":[35],"human":[36,60,154],"support,":[37],"so":[38],"it":[39],"is":[40,62],"necessary":[41],"encourage":[43],"them":[44],"accept":[46],"automated":[47,79],"assistance.":[48],"This":[49,105],"study":[50,106],"focuses":[51],"on":[52,65,123],"finding":[54],"that":[55,74],"user":[56,71],"resistance":[57],"decreases":[58],"when":[59,83],"support":[61,72],"guaranteed.":[63],"Based":[64],"this,":[66],"we":[67],"propose":[68],"a":[69,124],"semi-automated":[70],"system":[73,90],"attaches":[75],"relevant":[76],"FAQs":[77],"response":[80],"emails.":[81],"Furthermore,":[82],"operated":[84],"as":[85],"actual":[87,131],"service,":[88],"must":[91],"reduce":[92,143],"workload":[93],"while":[94],"satisfying":[95],"requirements":[97,109],"both":[99],"staff.":[104],"analyzes":[107],"these":[108],"considering":[110],"real-world":[111],"operations":[112],"describes":[114],"system\u2019s":[116,140],"design":[117],"implementation.":[119],"The":[120],"paper":[121],"reports":[122],"trial":[125],"operation":[126],"performance":[128],"evaluation":[129],"using":[130],"emails":[133],"at":[134],"our":[135],"university,":[136],"demonstrating":[137],"proposed":[139],"potential":[141],"workload.":[144],"It":[145],"also":[146],"provides":[147],"insights":[148],"into":[149],"effectively":[150],"integrating":[151],"automation":[152],"with":[153],"support.":[155]},"counts_by_year":[],"updated_date":"2026-03-25T13:09:30.665167","created_date":"2026-03-25T00:00:00"}