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Evaluating Random Forest and a Long Short-Term Memory in Classifying a Given Sentence as a Question or Non-Question
KTH, School of Electrical Engineering and Computer Science (EECS).
KTH, School of Electrical Engineering and Computer Science (EECS).
2019 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Natural language processing and text classification are topics of much discussion among researchers of machine learning. Contributions in the form of new methods and models are presented on a yearly basis. However, less focus is aimed at comparing models, especially comparing models that are less complex to state-of-the-art models. This paper compares a Random Forest with a Long-Short Term Memory neural network for the task of classifying sentences as questions or non-questions, without considering punctuation. The models were trained and optimized on chat data from a Swedish insurance company, as well as user comments data on articles from a newspaper. The results showed that the LSTM model performed better than the Random Forest. However, the difference was small and therefore Random Forest could still be a preferable alternative in some use cases due to its simplicity and its ability to handle noisy data. The models’ performances were not dramatically improved after hyper parameter optimization.

A literature study was also conducted aimed at exploring how customer service can be automated using a chatbot and what features and functionality should be prioritized by management during such an implementation. The findings of the study showed that a data driven design should be used, where features are derived based on the specific needs and customers of the organization. However, three features were general enough to be presented the personality of the bot, its trustworthiness and in what stage of the value chain the chatbot is implemented.

Abstract [sv]

Språkteknologi och textklassificering är vetenskapliga områden som tillägnats mycket uppmärksamhet av forskare inom maskininlärning. Nya metoder och modeller presenteras årligen, men mindre fokus riktas på att jämföra modeller av olika karaktär. Den här uppsatsen jämför Random Forest med ett Long Short-Term Memory neuralt nätverk genom att undersöka hur väl modellerna klassificerar meningar som frågor eller icke-frågor, utan att ta hänsyn till skiljetecken. Modellerna tränades och optimerades på användardata från ett svenskt försäkringsbolag, samt kommentarer från nyhetsartiklar. Resultaten visade att LSTM-modellen presterade bättre än Random Forest. Skillnaden var dock liten, vilket innebär att Random Forest fortfarande kan vara ett bättre alternativ i vissa situationer tack vare dess enkelhet. Modellernas prestanda förbättrades inte avsevärt efter hyperparameteroptimering.

En litteraturstudie genomfördes även med målsättning att undersöka hur arbetsuppgifter inom kundsupport kan automatiseras genom införandet av en chatbot, samt vilka funktioner som bör prioriteras av ledningen inför en sådan implementation. Resultaten av studien visade att en data-driven approach var att föredra, där funktionaliteten bestämdes av användarnas och organisationens specifika behov. Tre funktioner var dock tillräckligt generella för att presenteras personligheten av chatboten, dess trovärdighet och i vilket steg av värdekedjan den implementeras.

Place, publisher, year, edition, pages
2019. , p. 12
Series
TRITA-EECS-EX ; 2019:290
Keywords [en]
Bag-of-Words, Chatbot, Classification, LSTM, Machine Learning, Natural Language Processing, Random Forest, Word2Vec
National Category
Computer and Information Sciences
Identifiers
URN: urn:nbn:se:kth:diva-262209OAI: oai:DiVA.org:kth-262209DiVA, id: diva2:1360907
Examiners
Available from: 2019-11-07 Created: 2019-10-14 Last updated: 2019-11-07Bibliographically approved

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