Tong-haing Fin

Glossary extraction and utilization in the information search and delivery system for IBM technical support

In this paper we describe the practical aspects of extracting and using a glossary for a selected technical domain. We first describe the existing glossary extraction process, as applied to general corpora, and examine its shortcomings in the technical support domain. Then we propose a number of enhancements to it, including focusing the glossary on a selected domain context, providing support for multidomain glossaries, and importing domain-specific dictionaries. We apply our focused-glossary approach to the IBM Technical Support corpus and incorporate resulting glossaries within the information search and delivery system used by IBM Technical Support. We demonstrate the effectiveness of our approach by evaluating the quality of keywords and terms extracted from sample documents with the help of these glossaries.

User experience of CLIVE/mbanx solution

The video illustrates how a customer logged in from home over a single phone line to a Web-based Internet banking self-service can invoke human assistance on demand using a customer care technology called CLIVE [1]. Once connected, the customer and the customer service representative (CSR) can speak with each other, interact with the contents of a shared Web page, and maintain awareness of each other’s location on the Web page.