SupportNet: Neural Networks for Summary Generation and Key Segment Extraction from Technical Support Tickets
Vinayshekhar Bannihatti Kumar, Mohan Yarramsetty, Sharon Sun, Anukul Goel
Abstract
We improve customer experience and gain their trust when their issues are resolved rapidly with less friction. Existing work has focused on reducing the overall case resolution time by binning a case into predefined categories and routing it to the desired support engineer. However, the actions taken by the engineer during case analysis and resolution are altogether ignored, even though it forms the bulk of the case resolution time. In this work, we propose two systems that enable support engineers to resolve cases faster. The first, a guidance extraction model, mines historical cases and provides technical guidance phrases to the support engineers. The phrases can then be used to educate the customer or to obtain critical information needed to resolve the case and thus minimize the number of correspondences between the engineer and customer. The second, a summarization model, creates an abstractive summary of the case to provide better context to the support engineer. Through quantitative evaluation we obtain an F1 score of 0.64 on the guidance extraction model and a BertScore (F1) of 0.55 on the summarization model.- Anthology ID:
- 2021.ecnlp-1.20
- Volume:
- Proceedings of the 4th Workshop on e-Commerce and NLP
- Month:
- August
- Year:
- 2021
- Address:
- Online
- Editors:
- Shervin Malmasi, Surya Kallumadi, Nicola Ueffing, Oleg Rokhlenko, Eugene Agichtein, Ido Guy
- Venue:
- ECNLP
- SIG:
- Publisher:
- Association for Computational Linguistics
- Note:
- Pages:
- 164–173
- Language:
- URL:
- https://aclanthology.org/2021.ecnlp-1.20
- DOI:
- 10.18653/v1/2021.ecnlp-1.20
- Cite (ACL):
- Vinayshekhar Bannihatti Kumar, Mohan Yarramsetty, Sharon Sun, and Anukul Goel. 2021. SupportNet: Neural Networks for Summary Generation and Key Segment Extraction from Technical Support Tickets. In Proceedings of the 4th Workshop on e-Commerce and NLP, pages 164–173, Online. Association for Computational Linguistics.
- Cite (Informal):
- SupportNet: Neural Networks for Summary Generation and Key Segment Extraction from Technical Support Tickets (Bannihatti Kumar et al., ECNLP 2021)
- PDF:
- https://preview.aclanthology.org/nschneid-patch-5/2021.ecnlp-1.20.pdf
- Data
- BookCorpus