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dc.contributor.authorPereira, Bianca
dc.contributor.authorRobin, Cécile
dc.contributor.authorDaudert, Tobias
dc.contributor.authorMcCrae, John P.
dc.contributor.authorMohanty, Pranab
dc.contributor.authorBuitelaar, Paul
dc.date.accessioned2020-01-14T10:58:55Z
dc.date.available2020-01-14T10:58:55Z
dc.date.issued2019-11-04
dc.identifier.citationPereira 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, Chamen_IE
dc.identifier.isbn978-3-030-33220-4
dc.identifier.issn0302-9743
dc.identifier.urihttp://hdl.handle.net/10379/15704
dc.description.abstractCustomer 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.en_IE
dc.formatapplication/pdfen_IE
dc.language.isoenen_IE
dc.publisherSpringeren_IE
dc.relation.ispartofSEMANTICSen
dc.subjectTaxonomy extractionen_IE
dc.subjectCustomer serviceen_IE
dc.subjectknowledge baseen_IE
dc.subjectKnowledge Base Constructionen_IE
dc.subjectConversational Agentsen_IE
dc.titleTaxonomy extraction for customer service knowledge base constructionen_IE
dc.typeConference Paperen_IE
dc.date.updated2019-10-02T09:53:10Z
dc.identifier.doi10.1007/978-3-030-33220-4_13
dc.local.publishedsourcehttps://doi.org/10.1007/978-3-030-33220-4_13en_IE
dc.description.peer-reviewedpeer-reviewed
dc.internal.rssid17883031
dc.local.contactBianca De Oliveira Pereira, Insight, Ida Business Park, Lower Dangan, Galway. Email: bianca.deoliveirapereira@nuigalway.ie
dc.local.copyrightcheckedYes
dc.local.versionACCEPTED
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