Paper Info
Title
Algorithm for Population of Object Property Assertions Derived from Telecom Contact Centre Product Support Documentation
Abstract
Relay of information from technical documentation by contact center workers to assist clients is limited by industry standard storage formats and query mechanisms. Here we present and evaluate a new methodology for processing technical documents and tagging them against a Telecom Hardware domain ontology. We deploy classical ontological NLP approaches to extract information from both text segments and tables, identifying text segments, named entities and relations between named entities described by an existing T-Box. We describe a method for scoring candidate object property assertions derived from text before populating the Telecom Hardware ontology. In our algorithm we leverage customized gazetteer lists, including lists specific to object property synonyms, and use functions of distance between co-occurring terms to score candidate A-box object property assertions. We review the performance of this approach with a use case involving Tier 1 and Tier 2 call centre agents using a visual query tool, Top Braid Live, to interrogate the instantiated Telecom Hardware ontology for information relevant to the needs of clients.
Year
DOI
Venue
2011
10.1109/WAINA.2011.135
AINA Workshops
Keywords
Field
DocType
score candidate a-box object,property synonym,telecom hardware domain ontology,object property,text segment,query mechanism,telecom contact centre product,support documentation,technical document,telecom hardware ontology,property assertion,instantiated telecom hardware ontology,scoring candidate object property,text analysis,hardware,telecommunications,technical documentation,logic gates,logic gate,pipelines,text segmentation,ontologies,scoring algorithm,owl ontology,documentation,text mining,use case,natural language processing
Ontology (information science),Ontology,Population,World Wide Web,Telecommunications,Computer science,Technical documentation,Property (programming),Algorithm,Call centre,Documentation,Web Ontology Language
Conference
Citations 
PageRank 
References 
0
0.34
8
Authors
4
Name
Order
Citations
PageRank
Alexandre Kouznetsov1896.81
Jonas B Laurila2221.53
christopher j o baker332930.96
Bradley Shoebottom400.68