Leverage of OWL-DL axioms in a Contact Centre for Technical Product Support

Abstract

Real-time access to complex knowledge is a business driver in the contact centre environment. In this paper we outline for the domain of telecom technical product support a knowledge sharing paradigm in which a desktop client annotates named entities in technical documents with canonical names, class names or relevant class axioms, derived from an ontology by means of a web services framework. We described the system and its core components; OWL-DL telecom hardware ontology, ontological-natural language processing pipeline, an ontology axiom?extractor; and the Semantic Assistants framework.

Keywords

Semantic Assistants, Telecommunications Hardware Ontology, Natural Language Processing, OWL Axiom Extraction, Web Services

Reference

Alexandre Kouznetsov, Bradley Shoebottom, René Witte and Christopher J.O. Baker. Leverage of OWL-DL axioms in a Contact Centre for Technical Product Support. OWL: Experiences and Directions (OWLED 2010), Seventh International Workshop, June 21–22, 2010, San Francisco, California, USA.

Bibtex entry (also for download):

@InProceedings{kswb10,
  author = 	 {Alexandre Kouznetsov and Bradley Shoebottom and 
                  Ren\'{e} Witte and Christopher J.\,O. Baker},
  title = 	 {{Leverage of OWL-DL axioms in a Contact Centre 
                   for Technical Product Support}},
  booktitle =	 {OWL: Experiences and Directions (OWLED 2010)},
  year =	 {2010},
  address =	 {San Francisco, California, USA},
  month =	 {June 21--22}
}

Software

See our Semantic Assistants project page for more information and download of our open source software.

Download

Our paper: owled2010_submission_11.pdf. Also available: local copy.
MD5 checksum: 681bdbd1e850bfda4665117f2240aec7
You can also browse the complete workshop proceedings.