dc.contributor.author | Pereira, Bianca | |
dc.contributor.author | Robin, Cécile | |
dc.contributor.author | Daudert, Tobias | |
dc.contributor.author | McCrae, John P. | |
dc.contributor.author | Mohanty, Pranab | |
dc.contributor.author | Buitelaar, Paul | |
dc.date.accessioned | 2020-01-14T10:58:55Z | |
dc.date.available | 2020-01-14T10:58:55Z | |
dc.date.issued | 2019-11-04 | |
dc.identifier.citation | 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 | en_IE |
dc.identifier.isbn | 978-3-030-33220-4 | |
dc.identifier.issn | 0302-9743 | |
dc.identifier.uri | http://hdl.handle.net/10379/15704 | |
dc.description.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, 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.format | application/pdf | en_IE |
dc.language.iso | en | en_IE |
dc.publisher | Springer | en_IE |
dc.relation.ispartof | SEMANTICS | en |
dc.rights | Attribution-NonCommercial-NoDerivs 3.0 Ireland | |
dc.rights.uri | https://creativecommons.org/licenses/by-nc-nd/3.0/ie/ | |
dc.subject | Taxonomy extraction | en_IE |
dc.subject | Customer service | en_IE |
dc.subject | knowledge base | en_IE |
dc.subject | Knowledge Base Construction | en_IE |
dc.subject | Conversational Agents | en_IE |
dc.title | Taxonomy extraction for customer service knowledge base construction | en_IE |
dc.type | Conference Paper | en_IE |
dc.date.updated | 2019-10-02T09:53:10Z | |
dc.identifier.doi | 10.1007/978-3-030-33220-4_13 | |
dc.local.publishedsource | https://doi.org/10.1007/978-3-030-33220-4_13 | en_IE |
dc.description.peer-reviewed | peer-reviewed | |
dc.internal.rssid | 17883031 | |
dc.local.contact | Bianca De Oliveira Pereira, Insight, Ida Business Park, Lower Dangan, Galway. Email: bianca.deoliveirapereira@nuigalway.ie | |
dc.local.copyrightchecked | Yes | |
dc.local.version | ACCEPTED | |
nui.item.downloads | 310 | |