Conference Publication Details
Mandatory Fields
Pereira, B; Robin, C.; Daudert, T.; McCrae, J.P.; Buitelaar, P.; Mohanty, P.
SEMANTICS
Taxonomy Extraction for Customer Service Knowledge Base Construction
2019
September
In Press
1
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Optional Fields
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, se- mantic 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.
Grant Details
Publication Themes
Informatics, Physical and Computational Sciences