Natural Language Processing Workflow for Customer Request Analysis in a Company

被引：0

作者：

Smirnov, Alexander ^{[1
]}

Teslya, Nikolay ^{[1
]}

Shilov, Nikolay ^{[1
]}

Frank, Diethard ^{[2
]}

Weidig, Dirk ^{[2
]}

Minina, Elena ^{[2
]}

Evers, Kathrin ^{[2
]}

机构：

[1] SPC RAS, St Petersburg, Russia

[2] Festo SE & Co KG, Esslingen, Germany

来源：

IFAC PAPERSONLINE | 2021年 / 54卷 / 01期

关键词：

text analysis; natural language processing; machine learning; classification; named entity recognition;

D O I：

10.1016/j.ifacol.2021.08.143

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

The paper presents a comparison of existing text analysis systems from the point of view of their applicability to customer request analysis tasks for company needs. The tasks of named entity search and text classification for preliminary analysis of customer requests to the company's support department are considered. In the course of work, five systems were considered and preliminarily evaluated in terms of the functionality required for solving the above tasks. The final assessment was based on training of the systems using a marked -up corpus of texts provided by the company's support department. Copyright (C) 2021 The Authors.

引用

页码：1206 / 1211

页数：6

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