Automating Knowledge Extraction from Unstructured Knowledge Articles

被引:1
作者
Manchanda, Sanjeev [1 ]
Phansalkar, Ajeet [1 ]
机构
[1] TCS, A&I, R&I, Mumbai, Maharashtra, India
来源
2019 IEEE PUNE SECTION INTERNATIONAL CONFERENCE (PUNECON) | 2019年
关键词
Information Filtering System; Text Mining; Natural Language Processing; Unstructured Data Processing; Knowledge Extraction;
D O I
10.1109/punecon46936.2019.9105849
中图分类号
TP18 [人工智能理论];
学科分类号
081104 ; 0812 ; 0835 ; 1405 ;
摘要
Customer Service Agents face many difficulties in finding suitable knowledge articles for resolution of customers' queries. This paper introduces Information Filtering System that helps customer service agents finding suitable knowledge articles as well as specific sections of text within knowledge articles for resolution of customers' queries through extraction of keywords from customers' interactions with customer service agents. This paper describes two approaches for resolution of queries, Coarse grain Approach that helps in finding Knowledge Article IDs and Fine grain approach helps in finding knowledge article ID and specific section with steps to be followed within that knowledge article using Domain Ontology Builder. This paper also describes two methods for annotation of Knowledge articles, dataset setup, experimental details of different algorithms with results, and list of benefits by using proposed system.
引用
收藏
页数:6
相关论文
共 16 条
  • [1] Querying text databases for efficient information extraction
    Agichtein, E
    Gravano, L
    [J]. 19TH INTERNATIONAL CONFERENCE ON DATA ENGINEERING, PROCEEDINGS, 2003, : 113 - 124
  • [2] Algarni A., CIKM 09 PROCEEDING 1, P1605
  • [3] Behera Sudersan, 2015, INT J ENG RES DEV, V11, P45
  • [4] Embley David W., 1998, CIKM
  • [5] Folorunso Olusegun, 2010, ANALE SERIA INFORMAT, VVIII
  • [6] Hu Guangneng, 2019, ASS COMPUTATIONAL LI, P2082
  • [7] Li CL, 2018, PROCEEDINGS OF THE 56TH ANNUAL MEETING OF THE ASSOCIATION FOR COMPUTATIONAL LINGUISTICS (ACL), VOL 1, P2300
  • [8] Mooney Raymond J., 2003, MULTILINGUALISM ELEC
  • [9] Mowafy M., 2018, AM J COMPUTER SCI IN, V6, P16, DOI DOI 10.21767/2349-3917.100016
  • [10] Proskurnia Julia, 2017, CIKM 17