May I Ask Who’s Calling? Named Entity Recognition on Call Center Transcripts for Privacy Law Compliance
Micaela Kaplan · 2020
We investigate using Named Entity Recognition on a new type of user-generated text: a call center conversation.These conversations combine problems from spontaneous speech with problems novel to conversational Automated Speech Recognition, including incorrect recognition, alongside other common problems from noisy user-generated text.Using our own corpus with new annotations, training custom contextual string embeddings, and applying a BiLSTM-CRF, we match stateof-the-art results on our novel task.