A Telecom-Domain Online Customer Service Assistant Based on Question Answering with Word Embedding and Intent Classification

Jui Yang Wang, Ming Feng Kuo, Jen Chieh Han, Chao Chuang Shih, Chun Hsun Chen, Po Ching Lee, Richard Tzong Han Tsai

研究成果: 書貢獻/報告類型會議論文篇章同行評審

2 引文 斯高帕斯(Scopus)

摘要

In the paper, we propose an information retrieval based (IR-based) Question Answering (QA) system to assist online customer service staffs respond users in the telecom domain. When user asks a question, the system retrieves a set of relevant answers and ranks them. Moreover, our system uses a novel reranker to enhance the ranking result of information retrieval. It employs the word2vec model to represent the sentences as vectors. It also uses a sub-category feature, predicted by the k-nearest neighbor algorithm. Finally, the system returns the top five candidate answers, making online staffs find answers much more efficiently.

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主出版物標題8th International Joint Conference on Natural Language Processing - Proceedings of the IJCNLP 2017, System Demonstrations
發行者Association for Computational Linguistics (ACL)
頁面17-20
頁數4
ISBN(電子)9781948087025
出版狀態已出版 - 2017
事件8th International Joint Conference on Natural Language Processing, IJCNLP 2017 - Taipei, Taiwan
持續時間: 27 11月 20171 12月 2017

出版系列

名字8th International Joint Conference on Natural Language Processing - Proceedings of the IJCNLP 2017, System Demonstrations

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???event.eventtypes.event.conference???8th International Joint Conference on Natural Language Processing, IJCNLP 2017
國家/地區Taiwan
城市Taipei
期間27/11/171/12/17

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