Basic NLP concepts

Concept of NLP coaching

Sample

Samples are customer utterance samples used for NLP training. Each sample expresses one or several certain intentions.

The sample sentence consists of 3 components: Intent, Entity, and Emotion.

Intent

Is the desire that the customer conveys in the sentence

Entity

These are information fields that appear in a sentence, modifying the intention.

Sentiment

Emotions are conveyed in customer statements. The levels of emotions in this system are categorized into positive, negative, and neutral.

For example:

Sample sentence	Intent	Entity	Emotion
“I am quite satisfied with VN-airline's customer service”	Feedback from customer service Intent: feedback_service	Entity: “VN-airline” Entity type: brand_name	“Satisfied” (Positive) Emotion: positive
“I want to book a flight to Hanoi”	Book your flight Intent: book_flight	"Hanoi" Entity type: city	Normal feelings Emotion: Neutral

Keywords

Used for training the bot to recognize words of the same type, abbreviations, borrowed words, synonyms... that have the same meaning as a certain word.

No	Keyword	Entity type	Word/phrase
1	rice	food	Hue rice, chicken rice, lam rice (same rice)
2	Ho Chi Minh	city	HCM, Saigon
3	staff	people	Employee, staff

Stopwords

These are words that appear a lot in natural language but only carry a little meaning. For example: ah, eh, oh, um, hey, etc...

Teencodes

These are abbreviations in English. For example idk (I don't know), sup (what's up), etc.

Depending on the business, it is necessary to build separate dictionaries for teencodes and stopwords for NLP training.