Taxonomy Extraction for Customer Service Knowledge Base Construction
Authors:
Bianca Pereira, Cecile Robin, Tobias Daudert, John McCrae, Pranab Mohanty, Paul Buitelaar
Publication Type:
Refereed Conference Meeting Proceeding
Abstract:
Customer service agents play an important role in bridging the gap between customers’ vocabulary and business terms. In a scenario where organisations are moving into semi-automatic customer service, semantic technologies with capacity to bridge this gap become a necessity. In this paper we explore the use of automatic taxonomy extraction from text as a means to reconstruct a customer-agent taxonomic vocabulary. We evaluate our proposed solution in an industry use case scenario in the financial domain and show that our approaches for automated term extraction and using in-domain training for taxonomy construction can improve the quality of automatically constructed taxonomic knowledge bases.
Conference Name:
SEMANTiCS 2019
Digital Object Identifer (DOI):
00.000.000
Publication Date:
02/09/2019
Conference Location:
Germany
Research Group:
Institution:
National University of Ireland, Galway (NUIG)
Open access repository:
Yes