Publicação
Multilingual Email Zoning - Segmenting Multilingual Email Text Into Zones
| Resumo: | The segmentation of emails into functional zones (also dubbed email zoning) is a relevant preprocessing step for most NLP tasks that deal with emails. In this research, we analyze in depth the email zoning literature and develop a business case around CLEVERLY AI, a company from the Customer Service sector. We design a new email zoning classification schema and collect a multilingual corpus of emails from CLEVERLY AI clients. We develop five neural network-based email zoning systems, among those systems, we introduce OKAPI, the first multilingual email zoning model based on a language agnostic sentence encoder. Besides outperforming our other systems when tested on CLEVERLY’s emails, OKAPI shows competitive performances with current English public benchmarks and reached new state-of-the-art results for English domain adaptation tasks. Moreover, we release a new multilingual benchmark, composed of 625 emails in Portuguese, Spanish and French, and demonstrate OKAPI can effectively generalize its learnings for unseen languages. |
|---|---|
| Autores principais: | Jardim, João Bruno Morais de Sousa |
| Assunto: | Natural Language Processing; Machine Learning; Email Zoning; Text Segmentation; Customer Service Multilingual; |
| Ano: | 2021 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade Nova de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório Institucional da UNL |
| Resumo: | The segmentation of emails into functional zones (also dubbed email zoning) is a relevant preprocessing step for most NLP tasks that deal with emails. In this research, we analyze in depth the email zoning literature and develop a business case around CLEVERLY AI, a company from the Customer Service sector. We design a new email zoning classification schema and collect a multilingual corpus of emails from CLEVERLY AI clients. We develop five neural network-based email zoning systems, among those systems, we introduce OKAPI, the first multilingual email zoning model based on a language agnostic sentence encoder. Besides outperforming our other systems when tested on CLEVERLY’s emails, OKAPI shows competitive performances with current English public benchmarks and reached new state-of-the-art results for English domain adaptation tasks. Moreover, we release a new multilingual benchmark, composed of 625 emails in Portuguese, Spanish and French, and demonstrate OKAPI can effectively generalize its learnings for unseen languages. |
|---|
Atividades financiadas
Não foram encontrados projetos financiados.