Skip navigation.
Home
Semantic Software Lab
Concordia University
Montréal, Canada

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

Printer-friendly versionPrinter-friendly versionPDF versionPDF version
TitleLeverage of OWL-DL axioms in a Contact Centre for Technical Product Support
Publication TypeConference Paper
Year of Publication2010
AuthorsKouznetsov, A., B. Shoebottom, R. Witte, and C. J. O. Baker
Refereed DesignationRefereed
Conference NameOWL: Experiences and Directions (OWLED 2010)
Date PublishedJune 21–22
Conference LocationSan Francisco, California, USA
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.

URLhttp://www.webont.org/owled/2010/papers/owled2010_submission_11.pdf
AttachmentSize
owled2010_submission_11.pdf333.95 KB