We explore the use of the well established lexical resource and theory of the Berkeley FrameNet project to support the creation of a domain-specific knowledge graph in the financial domain, more precisely from financial customer interactions. We introduce a domain independent and unsupervised method that can be used across multiple applications, and test our experiments on the financial domain. We use an existing tool for term extraction and taxonomy generation in combination with information taken from FrameNet. By using principles from frame semantic theory, we show that we can connect domain-specific terms with their semantic concepts (semantic frames) and their properties (frame elements) to enrich knowledge about these terms, in order to improve the customer experience in customer-agent dialogue settings.

Language resources are a key component of natural language processing and related research and applications. Users of language resources have different needs in terms of format, language, topics, etc. for the data they need to use. Linghub (McCrae and Cimiano, 2015) was first developed for this purpose, using the capabilities of linked data to represent metadata, and tackling the heterogeneous metadata issue. Linghub aimed at helping language resources and technology users to easily find and retrieve relevant data, and identify important information on access, topics, etc. This work describes a rejuvenation and modernisation of the 2015 platform into using a popular open source data management system, DSpace, as foundation. The new platform, Linghub2, contains updated and extended resources, more languages offered, and continues the work towards homogenisation of metadata through conversions, through linkage to standardisation strategies and community groups, such as the Open Digital Rights Language (ODRL) community group.

We describe initial work in developing a methodology for the automatic generation of a conversational agent or ‘chatbot’ through term and relation extraction from a relevant corpus of language data. We develop our approach in the domain of industrial heritage in the 18th and 19th centuries, and more specifically on the industrial history of canals and mills in Ireland. We collected a corpus of relevant newspaper reports and Wikipedia articles, which we deemed representative of a layman’s understanding of this topic. We used the Saffron toolkit to extract relevant terms and relations between the terms from the corpus and leveraged the extracted knowledge to query the British Library Digital Collection and the Project Gutenberg library. We leveraged the extracted terms and relations in identifying possible answers for a constructed set of questions based on the extracted terms, by matching them with sentences in the British Library Digital Collection and the Project Gutenberg library. In a final step, we then took this data set of question-answer pairs to train a chatbot. We evaluate our approach by manually assessing the appropriateness of the generated answers for a random sample, each of which is judged by four annotators.

The voice of the customer has for a long time been a key focus of businesses in all domains. It has received a lot of attention from the research community in Natural Language Processing (NLP) resulting in many approaches to analyzing customers feedback ((aspect-based) sentiment analysis, topic modeling, etc.). In the health domain, public and private bodies are increasingly prioritizing patient engagement for assessing the quality of the service given at each stage of the care. Patient and customer satisfaction analysis relate in many ways. In the domain of health particularly, a more precise and insightful analysis is needed to help practitioners locate potential issues and plan actions accordingly. We introduce here an approach to patient experience with the analysis of free text questions from the 2017 Irish National Inpatient Survey campaign using term extraction as a means to highlight important and insightful subject matters raised by patients. We evaluate the results by mapping them to a manually constructed framework following the Activity, Resource, Context (ARC) methodology (Ordenes, 2014) and specific to the health care environment, and compare our results against manual annotations done on the full 2017 dataset based on those categories.

Le projet européen TIER (Integrated strategy for CBRN – Chemical, Biological, Radiological and Nuclear – Threat Identification and Emergency Response) vise à intégrer une stratégie complète et intégrée pour la réponse d’urgence dans un contexte de dangers biologiques, chimiques, radiologiques, nucléaires, ou liés aux explosifs, basée sur l’identification des menaces et d’évaluation des risques. Dans cet article, nous nous focalisons sur les risques biologiques. Nous présentons notre système expert fondé sur une analyse sémantique, permettant l’extraction de données structurées à partir de données non structurées dans le but de raisonner.