Taxonomy Extraction for Customer Service Knowledge Base Construction
Bianca Pereira, Cecile Robin, Tobias Daudert, John McCrae, Pranab Mohanty, Paul Buitelaar
Refereed Conference Meeting Proceeding
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.
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National University of Ireland, Galway (NUIG)
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