Towards a Natural Language Driven Automated Help Desk

  • Authors:
  • Melanie Knapp;Jens Woch

  • Affiliations:
  • -;-

  • Venue:
  • CICLing '02 Proceedings of the Third International Conference on Computational Linguistics and Intelligent Text Processing
  • Year:
  • 2002

Quantified Score

Hi-index 0.00

Visualization

Abstract

In this paper, we present the linguistic components required for a natural language driven automated help desk. This work is significant for two reasons: First, the combination of neural networks and supertagging represents a novel and very robust way to classify non-trivial user utterances. Second, we show a novel way of integrating known linguistic techniques for the analysis of user input, knowledge processing, and generation of system responses, resulting in a natural language interface both for input and output. Our approach separates domain specific, language specific and discourse specific knowledge.