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Taxonomy Extraction for Customer Service Knowledge Base Construction

Insight>Publications>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:

Linked Data

Institution:

National University of Ireland, Galway (NUIG)

Open access repository:

Yes

https://aran.library.nuigalway.ie/handle/10379/15704

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