DECiSION: Data-drivEn Customer Service InnovatiON

被引：0

作者：

Esposito, Dario ^{[1
]}

Polignano, Marco ^{[2
]}

Basile, Pierpaolo ^{[2
]}

de Gemmis, Marco ^{[2
]}

Primiceri, Davide ^{[2
]}

Lisi, Stefano ^{[1
]}

Casaburi, Mauro ^{[3
]}

Basile, Giorgio ^{[3
]}

Mennitti, Matteo ^{[4
]}

Carella, Valentina ^{[4
]}

Manzari, Vito ^{[4
]}

机构：

[1] Polytech Univ Bari, Bari, Italy

[2] Univ Bari Aldo Moro, Bari, Italy

[3] Planetek Italia, Bari, Italy

[4] Sud Sistemi, Bari, Italy

来源：

COMPUTATIONAL SCIENCE AND ITS APPLICATIONS, ICCSA 2020, PART IV | 2020年 / 12252卷

关键词：

Information Seeking Support Systems; Natural language processing; Information Filtering; SYSTEMS;

D O I：

10.1007/978-3-030-58811-3_7

中图分类号：

TP39 [计算机的应用];

学科分类号：

081203 ; 0835 ;

摘要：

The paper presents DECiSION, an innovative framework in the field of Information Seeking Support Systems, able to retrieve all the data involved in a decision-making process, and to process, categorize and make them available in a useful form for the ultimate purpose of the user request. The platform is equipped with natural language understanding capabilities, allowing the interpretation of user requests and the identification of information sources from which to independently retrieve the information needed for the sensemaking task. The project foresees the implementation of a chatbot, which acts as a virtual assistant, and a conversational recommender system, able to dialogue with the user to discover their preferences and orient their answers in a personalized way. The goal is therefore to create an intelligent system to answer autonomously and comprehensively questions posed in natural language about a specific reference domain, to support the decision-making process. The paper describes the general architecture of the framework and then focuses on the key component that automatically translate the natural language user query into a machine-readable query for the service repository.

引用

页码：94 / 103

页数：10