Strategies for Expressing Concise, Helpful Answers

An intelligent help system needs to take into account the user's knowledgewhen formulating answers. This allows the system to provide more conciseanswers, because it can avoid telling users things that they already know.Since these concise answers concentrate exclusively on pertinent newinformation, they are also easier to understand. Information about theuser's knowledge also allows the system to take advantage of the user'sprior knowledge in formulating explanations. The system can provide betteranswers by referring to the user's prior knowledge in the explanation(e.g., through use of similes). This process of refining answers is calledanswer expression.The process of answer expression has been implemented in the UCExpresscomponent of UC (UNIX Consultant), a natural language system that helps theuser solve problems in using the UNIX operating system. UCExpress separatesanswer expression into two phases: pruning and formatting.In the pruning phase, subconcepts of the answer are pruned by being markedas already known by the user (and hence do not need to be generated), ormarked as candidates for generating anaphora or ellipsis (since they arepart of the conversational context). In the formatting phase, UCExpressuses information about the user's prior domain knowledge to select amongspecialized expository formats,such as similes and examples, for expressing information to the user. Theseformats allow UCExpress to present different types of information to theuser in a clear, concise manner. The result of UCExpress' answer expressionprocess is an internal form that a tactical level generator can easily useto produce good English.