Taxonomy extraction for customer service knowledge base construction
McCrae, John P.
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Pereira B., Robin C., Daudert T., McCrae J.P., Mohanty P., Buitelaar P. (2019) Taxonomy Extraction for Customer Service Knowledge Base Construction. In: Acosta M., Cudré-Mauroux P., Maleshkova M., Pellegrini T., Sack H., Sure-Vetter Y. (eds) Semantic Systems. The Power of AI and Knowledge Graphs. SEMANTiCS 2019. Lecture Notes in Computer Science, vol 11702. Springer, Cham
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.