| Summary: | Today's communication between operators and professional drivers takes place through direct conversations between the parties. This thesis project explores the possibility to support the operators in classifying the topic of incoming communications and which entities are affected through the use of named entity recognition and topic classifications. By developing a synthetic training dataset, a NER model and a topic classification model was developed and evaluated to achieve F1-scores of 71.4 and 61.8 respectively. These results were explained by a low variance in the synthetic dataset in comparison to a transcribed dataset from the real world which included anomalies not represented in the synthetic dataset. The aforementioned models were integrated into the dialogue framework Emora to seamlessly handle the back and forth communication and generating responses.
|
|---|
