Construction and Consumption of FAQ Knowledge Graphs in the E-Commerce Domain

Frequently Asked Questions (FAQs) are documents or webpages that give answers to common questions a user may ask about a certain topic. This paper presents the construction of a knowledge graph (KG) using data from the FAQ webpages of Tokopedia, one of the largest e-commerce companies in Indonesia. Our approach is based on a top-down method in KG construction, which incorporates web scraping, part-of-speech tagging, verb ontology generation, and Resource Description Framework (RDF)-based KG generation. The KG created in this research has 14795 triples, containing 991 FAQs from 78 categories and 149 subcategories. The findings reveal new consumption capabilities, such as structured queries to FAQs based on verbs and their synonyms, as well as insights gained by exploratory data analysis (EDA).