Using conceptual graphs for text mining in technical support services

Authors:
Michael Bogatyrev;Alexey Kolosoff
Affiliations:
Tula State University, Tula, Russia;Tula State University, Tula, Russia
Venue:
PReMI'11 Proceedings of the 4th international conference on Pattern recognition and machine intelligence
Year:
2011

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Abstract

Text mining problems of natural text classification and fact extraction are important in developing information systems for Technical Support Services. An approach which is based on joining acquisition of conceptual graphs and keywords search technique is presented to their solution. Conceptual graphs have been created from e-mail queries sent to Technical Support Service. Correct conceptual graphs acquired from email texts represent facts and situations which become patterns to search in systems resources to resolve users problems. Experimental results of implementing proposed approach are presented.