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Taxonomy extraction for customer service knowledge base construction
Pereira, Bianca; Robin, Cécile; Daudert, Tobias; McCrae, John P.; Mohanty, Pranab; Buitelaar, Paul
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.
Keyword(s): Taxonomy extraction; Customer service; knowledge base; Knowledge Base Construction; Conversational Agents
Publication Date:
Type: Conference item
Peer-Reviewed: Yes
Language(s): English
Institution: NUI Galway
Publisher(s): Springer
File Format(s): application/pdf
First Indexed: 2020-01-16 06:21:38 Last Updated: 2020-01-16 06:21:38