Lujun Zhao


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Toward Recognizing More Entity Types in NER: An Efficient Implementation using Only Entity Lexicons
Minlong Peng | Ruotian Ma | Qi Zhang | Lujun Zhao | Mengxi Wei | Changlong Sun | Xuanjing Huang
Findings of the Association for Computational Linguistics: EMNLP 2020

In this work, we explore the way to quickly adjust an existing named entity recognition (NER) system to make it capable of recognizing entity types not defined in the system. As an illustrative example, consider the case that a NER system has been built to recognize person and organization names, and now it requires to additionally recognize job titles. Such a situation is common in the industrial areas, where the entity types required to recognize vary a lot in different products and keep changing. To avoid laborious data labeling and achieve fast adaptation, we propose to adjust the existing NER system using the previously labeled data and entity lexicons of the newly introduced entity types. We formulate such a task as a partially supervised learning problem and accordingly propose an effective algorithm to solve the problem. Comprehensive experimental studies on several public NER datasets validate the effectiveness of our method.


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Using Customer Service Dialogues for Satisfaction Analysis with Context-Assisted Multiple Instance Learning
Kaisong Song | Lidong Bing | Wei Gao | Jun Lin | Lujun Zhao | Jiancheng Wang | Changlong Sun | Xiaozhong Liu | Qiong Zhang
Proceedings of the 2019 Conference on Empirical Methods in Natural Language Processing and the 9th International Joint Conference on Natural Language Processing (EMNLP-IJCNLP)

Customers ask questions and customer service staffs answer their questions, which is the basic service model via multi-turn customer service (CS) dialogues on E-commerce platforms. Existing studies fail to provide comprehensive service satisfaction analysis, namely satisfaction polarity classification (e.g., well satisfied, met and unsatisfied) and sentimental utterance identification (e.g., positive, neutral and negative). In this paper, we conduct a pilot study on the task of service satisfaction analysis (SSA) based on multi-turn CS dialogues. We propose an extensible Context-Assisted Multiple Instance Learning (CAMIL) model to predict the sentiments of all the customer utterances and then aggregate those sentiments into service satisfaction polarity. After that, we propose a novel Context Clue Matching Mechanism (CCMM) to enhance the representations of all customer utterances with their matched context clues, i.e., sentiment and reasoning clues. We construct two CS dialogue datasets from a top E-commerce platform. Extensive experimental results are presented and contrasted against a few previous models to demonstrate the efficacy of our model.