Abstract
Mining the latent intentions from large volumes of natural language inputs is a key step to help data analysts design and refine Intelligent Virtual Assistants (IVAs) for customer service and sales support. We created a flexible and scalable clustering pipeline within the Verint Intent Manager (VIM) that integrates the fine-tuning of language models, a high performing k-NN library and community detection techniques to help analysts quickly surface and organize relevant user intentions from conversational texts. The fine-tuning step is necessary because pre-trained language models cannot encode texts to efficiently surface particular clustering structures when the target texts are from an unseen domain or the clustering task is not topic detection. We describe the pipeline and demonstrate its performance using BERT on three real-world text mining tasks. As deployed in the VIM application, this clustering pipeline produces high quality results, improving the performance of data analysts and reducing the time it takes to surface intentions from customer service data, thereby reducing the time it takes to build and deploy IVAs in new domains.
Abstract (translated)
URL
https://arxiv.org/abs/2202.01211
