Papers by Matthias Lee
Recent Developments for the Linguistic Linked Open Data Infrastructure (2020.lrec-1)
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Thierry Declerck, John Philip McCrae, Matthias Hartung, Jorge Gracia, Christian Chiarcos, Elena Montiel-Ponsoda, Philipp Cimiano, Artem Revenko, Roser Saurí, Deirdre Lee, Stefania Racioppa, Jamal Abdul Nasir, Matthias Orlikowsk, Marta Lanau-Coronas, Christian Fäth, Mariano Rico, Mohammad Fazleh Elahi, Maria Khvalchik, Meritxell Gonzalez, Katharine Cooney
| Challenge: | Language data is rarely 'ready-to-use' and language technology specialists spend over 80% of their time cleaning, organizing and collecting language datasets. |
| Approach: | They propose a methodology for building data value chains based around language resources and language technologies that can be integrated by means of semantic technologies. |
| Outcome: | The proposed methodology is based on language resources and language technologies that can be integrated by means of semantic technologies. |
Predicting Customer Satisfaction with Soft Labels for Ordinal Classification (2023.acl-industry)
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| Challenge: | a typical call center only responds to 8% of customers with a customer satisfaction survey . a predictive algorithm that infers CSAT on the 1-5 scale is needed to minimize this data sparsity and response bias. |
| Approach: | They propose an algorithm that infers CSAT on 1-5 scale on inbound calls to the call center . they reframe the problem into a binary class and map it back to five classes . |
| Outcome: | The proposed model is able to support keycustomer workflows with high accuracy overmillions of calls a month. |