Semantic Web Technologies to Improve Customer Service

Presented at: 8th International Semantic Web Conference (ISWC2009)

by Kerstin Denecke, Gideon Zenz, Wladimir Krasnov


In this paper, we present an approach that exploits semantic web technologies to categorize specialized text and to create hierarchical facets representing the document content. For this purpose, domain knowledge represented by a thesaurus with relevant, domain-specific terms is used to identify relevant terms. Based on dependency information between single terms provided by the thesaurus (hypernomy, hyponymy), we create hierarchical facets representing the content of the text. The algorithm is applied to a collection of service messages and shows promising results in text categorization.

Keywords: Semantic Web

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