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Knowledge base generation for customer service automation

Grant number: 19/08609-0
Support type:Research Grants - Innovative Research in Small Business - PIPE
Duration: June 01, 2020 - February 28, 2021
Field of knowledge:Physical Sciences and Mathematics - Computer Science - Computing Methodologies and Techniques
Principal Investigator:Victor Hochgreb de Freitas
Grantee:Victor Hochgreb de Freitas
Company:Gobots Soluções Inteligentes Ltda
CNAE: Desenvolvimento e licenciamento de programas de computador customizáveis
Desenvolvimento e licenciamento de programas de computador não-customizáveis
City: Santo André
Co-Principal Investigators:Julio Cesar dos Reis
Associated scholarship(s):20/09711-0 - Questions and Answers processing about knowledge graphs, BP.TT
20/09065-1 - Infrastructure for persisting knowledge graphs, BP.TT
20/06906-5 - Entities extraction to support the generation of knowledge graphs, BP.TT


Effective and automated customer service done by computer systems requires the processing of large amounts of unstructured information. In online commerce customers ask questions about products and orders using natural language. The generation of automated answers to these requests demands the study of advanced techniques of natural language interpretation. GoBots develops high technology products to automatically answer questions about the most diverse products on online shopping platforms. This project aims to study, develop and validate solutions for automatic responses generation in intelligent customer service systems. The project aims to investigate and develop innovative techniques of natural language text semantic processing for the construction of knowledge graphs from text messages processing. Expected results involve the validation of a new software module capable of generating responses considering the knowledge present in existing messages history. (AU)