I don't know if this is the right place to ask this but, i am trying to build a bot in Python that will read incoming messages on a Slack channel where customer post their issues such as 'unable to connect to VPN', 'can someone reply to my ticket' etc…
The bot will analyze the message, determine if the customer is angry or not, and then propose a solution until an agent is free to actually check the issue.
Now, I was experimenting with TextBlob for the sentiment analysis part, but I don't know which technologies to actually use to determine the issue based on specific keywords and provide a solution to the user. Can someone propose me some python libraries/technologies that I could use to achieve this ?
To be honest your question is to generic to answer in one go.
Nontheless, you first have to clearly define the scope of your project. In doing so, you might want to first do a quick literaty review (Google Scholar) to familiarize with the state of the art technologies and methods.
From my little experience, a common (maybe simple) technique (lexicon-based approach) used to determine the sentiment of a word, is to use a pre-compiled dictionary (you can create your own though) that contains words - sentiment mappings. For example:
word:tired, sentiment:negative, score:5
So each time the bot finds the keyword "tired" in a sentence it will assign its corresponding negative value (polarity) to the sentence.
You might want to consider applying POS tags in the input text, as sometimes nouns or ``verbs carry significant meaning, compared to adjectives for example.
Keep in mind though, that negative comments can be written in the form of sarcasm. Sarcasm detectioin is a more difficult task though.
Alternatively, you could try using a pre-trained model such as bert-base-multilingual-uncased-sentiment that can be found here in Hugging Face.
For more information on the matter you have a look at this post.
Again as I mentioned, you have to clearly define your goals. This will enable you to specify the libraries or methodology available to solve your problem. Hope my answer helps.
Related
I have 20,000 messages (combination of email and live chat) between my customer and my support staff. I also have a knowledge base for my product.
Often times, the questions customers ask are quite simple and my support staff simply point them to the right knowledge base article.
What I would like to do, in order to save my support staff time, is to show my staff a list of articles that may likely be relevant based on the initial user's support request. This way they can just copy and paste the link to the help article instead of loading up the knowledge base and searching for the article manually.
I'm wondering what solutions I should investigate.
My current line of thinking is to run analysis on existing data and use a text classification approach:
For each message, see if there is a response with a link to a how-to article
If Yes, extract key phrases (microsoft cognitive services)
TF-IDF?
Treat each how-to as a 'classification' that belongs to sets of key phrases
Use some supervised machine learning, support vector machines maybe to predict which 'classification, aka how-to article' belongs to key phrase determined from a new support ticket.
Feed new responses back into the set to make the system smarter.
Not sure if I'm over complicating things. Any advice on how this is done would be appreciated.
PS: naive approach of just dumping 'key phrases' into search query of our knowledge base yielded poor results since the content of the help article is often different than how a person phrases their question in an email or live chat.
A simple classifier along the lines of a "spam" classifier might work, except that each FAQ would be a feature as opposed to a single feature classifier of spam, not-spam.
Most spam-classifiers start-off with a dictionary of words/phrases. You already have a start on this with your naive approach. However, unlike your approach a spam classifier does much more than a text search. Essentially, in a spam classifier, each word in the customer's email is given a weight and the sum of weights indicates if the message is spam or not-spam. Now, extend this to as many features as FAQs. That is, features like: FAQ1 or not-FAQ1, FAQ2 or not-FAQ2, etc.
Since your support people can easily identify which of the FAQs an e-mail requires then using a supervised learning algorithm would be appropriate. To reduce the impact of any miss-classification errors, then consider the application presenting a support person with the customer's email followed by the computer generated response and all the support person would have to-do is approve the response or modify it. Modifying a response should result in a new entry in the training set.
Support Vector Machines are one method to implement machine learning. However, you are probably suggesting this solution way too early in the process of first identifying the problem and then getting a simple method to work, as well as possible, before using more sophisticated methods. After all, if a multi-feature spam classifier works why invest more time and money in something else that also works?
Finally, depending on your system this is something I would like to work-on.
I'm embarking on a project for a non-profit organization to help process and classify 1000's of reports annually from their field workers / contractors the world over. I'm relatively new to NLP and as such wanted to seek the group's guidance on the approach to solve our problem.
I'll highlight the current process, and our challenges and would love your help on the best way to solve our problem.
Current process: Field officers submit reports from locally run projects in the form of best practices. These reports are then processed by a full-time team of curators who (i) ensure they adhere to a best-practice template and (ii) edit the documents to improve language/style/grammar.
Challenge: As the number of field workers increased the volume of reports being generated has grown and our editors are now becoming the bottle-neck.
Solution: We would like to automate the 1st step of our process i.e., checking the document for compliance to the organizational best practice template
Basically, we need to ensure every report has 3 components namely:
1. States its purpose: What topic / problem does this best practice address?
2. Identifies Audience: Who is this for?
3. Highlights Relevance: What can the reader do after reading it?
Here's an example of a good report submission.
"This document introduces techniques for successfully applying best practices across developing countries. This study is intended to help low-income farmers identify a set of best practices for pricing agricultural products in places where there is no price transparency. By implementing these processes, farmers will be able to get better prices for their produce and raise their household incomes."
As of now, our approach has been to use RegEx and check for keywords. i.e., to check for compliance we use the following logic:
1 To check "states purpose" = we do a regex to match 'purpose', 'intent'
2 To check "identifies audience" = we do a regex to match with 'identifies', 'is for'
3 To check "highlights relevance" = we do a regex to match with 'able to', 'allows', 'enables'
The current approach of RegEx seems very primitive and limited so I wanted to ask the community if there is a better way to solving this problem using something like NLTK, CoreNLP.
Thanks in advance.
Interesting problem, i believe its a thorough research problem! In natural language processing, there are few techniques that learn and extract template from text and then can use them as gold annotation to identify whether a document follows the template structure. Researchers used this kind of system for automatic question answering (extract templates from question and then answer them). But in your case its more difficult as you need to learn the structure from a report. In the light of Natural Language Processing, this is more hard to address your problem (no simple NLP task matches with your problem definition) and you may not need any fancy model (complex) to resolve your problem.
You can start by simple document matching and computing a similarity score. If you have large collection of positive examples (well formatted and specified reports), you can construct a dictionary based on tf-idf weights. Then you can check the presence of the dictionary tokens. You can also think of this problem as a binary classification problem. There are good machine learning classifiers such as svm, logistic regression which works good for text data. You can use python and scikit-learn to build programs quickly and they are pretty easy to use. For text pre-processing, you can use NLTK.
Since the reports will be generated by field workers and there are few questions that will be answered by the reports (you mentioned about 3 specific components), i guess simple keyword matching techniques will be a good start for your research. You can gradually move to different directions based on your observations.
This seems like a perfect scenario to apply some machine learning to your process.
First of all, the data annotation problem is covered. This is usually the most annoying problem. Thankfully, you can rely on the curators. The curators can mark the specific sentences that specify: audience, relevance, purpose.
Train some models to identify these types of clauses. If all the classifiers fire for a certain document, it means that the document is properly formatted.
If errors are encountered, make sure to retrain the models with the specific examples.
If you don't provide yourself hints about the format of the document this is an open problem.
What you can do thought, is ask people writing report to conform to some format for the document like having 3 parts each of which have a pre-defined title like so
1. Purpose
Explains the purpose of the document in several paragraph.
2. Topic / Problem
This address the foobar problem also known as lorem ipsum feeling text.
3. Take away
What can the reader do after reading it?
You parse this document from .doc format for instance and extract the three parts. Then you can go through spell checking, grammar and text complexity algorithm. And finally you can extract for instance Named Entities (cf. Named Entity Recognition) and low TF-IDF words.
I've been trying to do something very similar with clinical trials, where most of the data is again written in natural language.
If you do not care about past data, and have control over what the field officers write, maybe you can have them provide these 3 extra fields in their reports, and you would be done.
Otherwise; CoreNLP and OpenNLP, the libraries that I'm most familiar with, have some tools that can help you with part of the task. For example; if your Regex pattern matches a word that starts with the prefix "inten", the actual word could be "intention", "intended", "intent", "intentionally" etc., and you wouldn't necessarily know if the word is a verb, a noun, an adjective or an adverb. POS taggers and the parsers in these libraries would be able to tell you the type (POS) of the word and maybe you only care about the verbs that start with "inten", or more strictly, the verbs spoken by the 3rd person singular.
CoreNLP has another tool called OpenIE, which attempts to extract relations in a sentence. For example, given the following sentence
Born in a small town, she took the midnight train going anywhere
CoreNLP can extract the triple
she, took, midnight train
Combined with the POS tagger for example; you would also know that "she" is a personal pronoun and "took" is a past tense verb.
These libraries can accomplish many other tasks such as tokenization, sentence splitting, and named entity recognition and it would be up to you to combine all of these tools with your domain knowledge and creativity to come up with a solution that works for your case.
I'm trying to build a chat assistant in my website and it should answer queries like "Can you track my order?", "How's performance of XXX". The majority of the work lies in understanding the user's query.
I'm using 'Named Entity Recognizers' and "Text Parsers" for processing the queries. Before this, I'm passing the query through 'Spell checker' to reduce the errors like,
Can you track my ordr?
to
Can you track my order?
It's working in most of the cases but failing in cases like,
Can you track my water?
In this case, the spelling corrector doesn't correct the word 'water' and NER is not able identify the entity as 'order'.
The problem is 'Can you track my water?' may be a correct sentence in some other context but it's definitely a mistake in my context (domain). So I should be able to correct this sentence.
I'm stuck here.
Is there anyway I can correct these sentences using predefined queries and/or statistical data of user entered queries?
I don't know of a way you can change "water" to "order".
But if you have a predefined set of questions then you may give the user suggestions to select from, just before he submits the question.
NER may only recognize/classify entities it may not be used to replace parts of sentences, because the user may have intended what he said.
What you do is suggest most probabilistic word based on your set.
References:
What is the best way to find the most similar sentence?
Find semantically similar word
You could use n-gram models to find the most probable word and then use substitution. In your case, you substitute the word ordr by the word order. And if you want to go deeper you could use a machine learning model to handle the issue.
I have a collection of "articles", each 1 to 10 sentences long, written in a noisy, informal english (i.e. social media style).
I need to extract some information from each article, where available, like date and time. I also need to understand what the article is talking about and who is the main "actor".
Example, given the sentence: "Everybody's presence is required tomorrow morning starting from 10.30 to discuss the company's financial forecast.", I need to extract:
the date/time => "10.30 tomorrow morning".
the topic => "company's financial forecast".
the actor => "Everybody".
As far as I know, the date and time could be extracted without using NLP techniques but I haven't found anything as good as Natty (http://natty.joestelmach.com/) in Python.
My understanding on how to proceed after reading some chapters of the NLTK book and watching some videos of the NLP courses on Coursera is the following:
Use part of the data to create an annotated corpus. I can't use off-the-shelf corpus because of the informal nature of the text (e.g. spelling errors, uninformative capitalization, word abbreviations, etc...).
Manually (sigh...) annotate each article with tags from the Penn TreeBank tagset. Is there any way to automate this step and just check/fix the results ?
Train a POS tagger on the annotated article. I've found the NLTK-trainer project that seems promising (http://nltk-trainer.readthedocs.org/en/latest/train_tagger.html).
Chunking/Chinking, which means I'll have to manually annotate the corpus again (...) using the IOB notation. Unfortunately according to this bug report n-gram chunkers are broken: https://github.com/nltk/nltk/issues/367. This seems like a major issue, and makes me wonder whether I should keep using NLTK given that it's more than a year old.
At this point, if I have done everything correctly, I assume I'll find actor, topic and datetime in the chunks. Correct ?
Could I (temporarily) skip 1,2 and 3 and produce a working, but possibly with a high error rate, implementation ? Which corpus should I use ?
I was also thinking of a pre-process step to correct common spelling mistakes or shortcuts like "yess", "c u" and other abominations. Anything already existing I can take advantage of ?
THE question, in a nutshell, is: is my approach at solving this problem correct ? If not, what am I doing wrong ?
Could I (temporarily) skip 1,2 and 3 and produce a working, but
possibly with a high error rate, implementation ? Which corpus should
I use ?
I was also thinking of a pre-process step to correct common spelling
mistakes or shortcuts like "yess", "c u" and other abominations.
Anything already existing I can take advantage of ?
I would suggest you first have a go at processing standard language text. The pre-processing you refer to is an NLP task in its own right, known as normalization. Here is a resource for Twitter normalization: http://www.ark.cs.cmu.edu/TweetNLP/ , additionally, you can use spell checking, sentence boundary detection, ...
THE question, in a nutshell, is: is my approach at solving this
problem correct ? If not, what am I doing wrong ?
If you make abstraction of normalization, I think your approach is valid. With regard to automating the annotation process: you can bootstrap the process by using off-the-shelf components first, after which you correct, retrain, and so on, ... during different iterations. To get acceptable results, you will need to do your steps 2, 3, and 4 a couple of times.
If you are interested in understanding the problem and being able to optimize existing solutions, I would suggest you focus on tools that allow you to develop your own models. If you prioritize getting results over being able to develop your own models, I would recommend looking into existing open source text engineering frameworks such as Gate (https://gate.ac.uk/) UIMA (http://uima.apache.org/) and DKPro (which extends UIMA) (https://code.google.com/p/dkpro-core-asl/). All three frameworks wrap existing components, so you have a wide range of possible solutions.
I'd suggesting giving a try to NER and Temporal Normalizer.
Here is what I see for your example sentence:
You can try the demo here:
http://deagol.cs.illinois.edu:8080/
Don't know where to start on this one so hopefully you guys can clear up my question. I have project where email will be searched for specific words/patterns and stored in a structured manner. Something that is done with Trip it.
The article states that they developed a DataMapper
The DataMapper is responsible for taking inbound email messages
addressed to plans [at] tripit.com and transforming them from the
semi-structured format you see in your mail reader into a highly
structured XML document.
There is a comment that also states
If you're looking to build this yourself, reading a little bit about
Wrappers and Wrapper Induction might be helpful
I Googled and read about wrapper induction but it was just too broad of a definition and didn't help me understand how one would go about solving such problem.
Is there some open source project out there that does similar things?
There are a couple of different ways and things you can do to accomplish this.
The first part, which involves getting access to the email content I'll not answer here. Basically, I'll assume that you have access to the text of emails, and if you don't there are some libraries that allow you to connect java to an email box like camel (http://camel.apache.org/mail.html).
So now you've got the email so then what?
A handy thing that could help is that lingpipe (http://alias-i.com/lingpipe/) has an entity recognizer that you can populate with your own terms. Specifically, look at some of their extraction tutorials and their dictionary extractor (http://alias-i.com/lingpipe/demos/tutorial/ne/read-me.html) So inside of the lingpipe dictionary extractor (http://alias-i.com/lingpipe/docs/api/com/aliasi/dict/ExactDictionaryChunker.html) you'd simply import the terms you're interested in and use that to associate labels with an email.
You might also find the following question helpful: Dictionary-Based Named Entity Recognition with zero edit distance: LingPipe, Lucene or what?
Really a very broad question, but I can try to give you some general ideas, which might be enough to get started. Basically, it sounds like you're talking about an elaborate parsing problem - scanning through the text and looking to apply meaning to specific chunks. Depending on what exactly you're looking for, you might get some good mileage out of a few regular expressions to start - things like phone numbers, email addresses, and dates have fairly standard structures that should be matchable. Other data points might benefit from some indicator words - the phrase "departing from" might indicate that what follows is an address. The natural language processing community also has a large tool set available for text processing - check out things like parts of speech taggers and semantic analyzers if they're appropriate to what you're trying to do.
Armed with those techniques, you can follow a basic iterative development process: For each data point in your expected output structure, define some simple rules for how to capture it. Then, run the application over a batch of test data and see which samples didn't capture that datum. Look at the samples and revise your rules to catch those samples. Repeat until the extractor reaches an acceptable level of accuracy.
Depending on the specifics of your problem, there may be machine learning techniques that can automate much of that process for you.