@inproceedings{ec28a68d51834fc7a44793239b8e64d0,
title = "Taxonomy Extraction for Customer Service Knowledge Base Construction",
abstract = "Customer service agents play an important role in bridging the gap between customers{\textquoteright} vocabulary and business terms. In a scenario where organisations are moving into semi-automatic customer service, semantic 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.",
keywords = "Conversational agents, Knowledge base construction, Taxonomy extraction",
author = "Bianca Pereira and Cecile Robin and Tobias Daudert and McCrae, \{John P.\} and Pranab Mohanty and Paul Buitelaar",
note = "Publisher Copyright: {\textcopyright} 2019, The Author(s).; 15th International Conference on Semantic Systems, SEMANTiCS 2019 ; Conference date: 09-09-2019 Through 12-09-2019",
year = "2019",
doi = "10.1007/978-3-030-33220-4\_13",
language = "English",
isbn = "9783030332198",
series = "Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)",
publisher = "Springer",
pages = "175--190",
editor = "Maribel Acosta and York Sure-Vetter and Philippe Cudr{\'e}-Mauroux and Maria Maleshkova and Tassilo Pellegrini and Harald Sack",
booktitle = "Semantic Systems. The Power of AI and Knowledge Graphs - 15th International Conference, SEMANTiCS 2019 Proceedings",
}