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Taxonomy Extraction for Customer Service Knowledge Base Construction

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