A Comparison of Different Topic Modeling Methods through a Real Case Study of Italian Customer Care

The paper deals with the analysis of conversation transcriptions between customers and agents in a call center of a customer care service. The objective is to support the analysis of text transcription of human-to-human conversations, to obtain reports on customer problems and complaints, and on the way an agent has solved them. The aim is to provide customer care service with a high level of efficiency and user satisfaction. To this aim, topic modeling is considered since it facilitates insightful analysis from large documents and datasets, such as a summarization of the main topics and topic characteristics. This paper presents a performance comparison of four topic modeling algorithms: (i) Latent Dirichlet Allocation (LDA); (ii) Non-negative Matrix Factorization (NMF); (iii) Neural-ProdLDA (Neural LDA) and Contextualized Topic Models (CTM). The comparison study is based on a database containing real conversation transcriptions in Italian Natural Language. Experimental results and different topic evaluation metrics are analyzed in this paper to determine the most suitable model for the case study. The gained knowledge can be exploited by practitioners to identify the optimal strategy and to perform and evaluate topic modeling on Italian natural language transcriptions of human-to-human conversations. This work can be an asset for grounding applications of topic modeling and can be inspiring for similar case studies in the domain of customer care quality

Data-Driven Identification of German Phrasal Compounds

Proceedings of the 20th International Conference, TSD 2017, Prague, Czech Republic, August 27-31, 2017International audienceWe present a method to identify and document a phenomenon on which there is very little empirical data: German phrasal compounds occurring in the form of as a single token (without punctuation between their components). Relying on linguistic criteria, our approach implies to have an operational notion of compounds which can be systematically applied as well as (web) corpora which are large and diverse enough to contain rarely seen phenomena. The method is based on word segmentation and morphological analysis, it takes advantage of a data-driven learning process. Our results show that coarse-grained identification of phrasal compounds is best performed with empirical data, whereas fine-grained detection could be improved with a combination of rule-based and frequency-based word lists. Along with the characteristics of web texts, the or-thographic realizations seem to be linked to the degree of expressivity