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European Semantic Web Conference

ESWC 2023: The Semantic Web pp 625–643Cite as

Understanding Customer Requirements

An Enterprise Knowledge Graph Approach

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Part of the book series: Lecture Notes in Computer Science ((LNCS,volume 13870))

Abstract

Understanding customers demands and needs is one of the keys to success for large enterprises. Customers come to a large enterprise with a set of requirements and finding a mapping between the needs they are expressing and the scale of available products and services within the enterprise is a complex task. Formalizing the two sides of interaction - the requests and the offerings - is a way to achieve the matching. Enterprise Knowledge Graphs (EKG) are an effective method to represent enterprise information in ways that can be more easily interpreted by both humans and machines. In this work, we propose a solution to identify customer requirements from free text to represent them in terms of an EKG. We demonstrate the validity of the approach by matching customer requirements to their appropriate business units, using a dataset of historical requirement-offering records in IBM spanning over 10 years.

B. Shbita—This work was conducted during Summer Internship at IBM Research Almaden.

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Notes

  1. 1.

    http://www.nist.gov/tac/2015/KBP.

  2. 2.

    http://trec-kba.org/.

  3. 3.

    LOD cloud: https://lod-cloud.net/.

  4. 4.

    Wikidata SPARQL query service: https://query.wikidata.org/.

  5. 5.

    https://rdflib.readthedocs.io/.

  6. 6.

    https://www.ibm.com/blogs/client-voices/.

  7. 7.

    https://www.ibm.com/blog/sustainability-begins-with-design/.

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Author information

Authors and Affiliations

  1. University of Southern California, Los Angeles, CA, USA

    Basel Shbita

  2. Information Sciences Institute, Marina del Rey, CA, USA

    Basel Shbita

  3. IBM Research Almaden, San Jose, CA, USA

    Anna Lisa Gentile, Pengyuan Li, Chad DeLuca & Guang-Jie Ren

Authors
  1. Basel Shbita
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  2. Anna Lisa Gentile
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  3. Pengyuan Li
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  4. Chad DeLuca
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  5. Guang-Jie Ren
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Corresponding author

Correspondence to Anna Lisa Gentile .

Editor information

Editors and Affiliations

  1. Universidade de Lisboa, Lisbon, Portugal

    Catia Pesquita

  2. University of London, London, UK

    Ernesto Jimenez-Ruiz

  3. Rensselaer Polytechnic Institute, Troy, MI, USA

    Jamie McCusker

  4. Universidade de Lisboa, Lisbon, Portugal

    Daniel Faria

  5. Fondazione Bruno Kessler, Povo, Trento, Italy

    Mauro Dragoni

  6. KU Leuven, Sint-Katelijne-Waver, Belgium

    Anastasia Dimou

  7. EURECOM, Biot, France

    Raphael Troncy

  8. University of Mannheim, Mannheim, Germany

    Sven Hertling

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Shbita, B., Gentile, A.L., Li, P., DeLuca, C., Ren, GJ. (2023). Understanding Customer Requirements. In: Pesquita, C., et al. The Semantic Web. ESWC 2023. Lecture Notes in Computer Science, vol 13870. Springer, Cham. https://doi.org/10.1007/978-3-031-33455-9_37

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  • DOI: https://doi.org/10.1007/978-3-031-33455-9_37

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