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Publicação
Multilingual Email Zoning - Segmenting Multilingual Email Text Into Zones
| Nome: | Descrição: | Tamanho: | Formato: | |
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| 1.66 MB | Adobe PDF |
Orientador(es)
Resumo(s)
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.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Knowledge Management and Business Intelligence
Palavras-chave
Natural Language Processing; Machine Learning; Email Zoning; Text Segmentation; Customer Service Multilingual;