51. Analysis and safety engineering of fuzzy string matching algorithms.
- Author
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Pikies, Malgorzata and Ali, Junade
- Subjects
INDUSTRIAL safety ,ENGINEERING mathematics ,CONVOLUTIONAL neural networks ,ALGORITHMS ,AUTOMATIC classification - Abstract
In this paper we explore fuzzy string matching in an automatic ticket classification and processing system. We compare performance of the following string similarity algorithms: Longest Common Subsequence (LCS), Dice coefficient, Cosine Similarity, Levenshtein (edit) distance and Damerau distance. Through optimisation, we accomplished a 15% improvement in the ratio of false positives to true positive classifications over the existing approach used by a customer support system for free customers. To introduce greater safety; we compliment fuzzy string matching algorithms with a second layer Convolutional Neural Network (CNN) binary classifier, achieving an improved keyword classification ratio for two ticket categories by a relative 69% and 78%. Such an approach allows for classification to only be applied where a desired level of safety achieved, such as in instances where automated answers. [ABSTRACT FROM AUTHOR]
- Published
- 2021
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