Micaela Kaplan

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2020

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May I Ask Who’s Calling? Named Entity Recognition on Call Center Transcripts for Privacy Law Compliance
Micaela Kaplan
Proceedings of the Sixth Workshop on Noisy User-generated Text (W-NUT 2020)

We investigate using Named Entity Recognition on a new type of user-generated text: a call center conversation. These conversations combine problems from spontaneous speech with problems novel to conversational Automated Speech Recognition, including incorrect recognition, alongside other common problems from noisy user-generated text. Using our own corpus with new annotations, training custom contextual string embeddings, and applying a BiLSTM-CRF, we match state-of- the-art results on our novel task.
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