COTA: Improving the Speed and Accuracy of Customer Support through Ranking and Deep Networks

For a company looking to provide delightful user experiences, it is of paramount importance to take care of any customer issues. This paper proposes COTA, a system to improve speed and reliability of customer support for end users through automated ticket classification and answers selection for support representatives. Two machine learning and natural language processing techniques are demonstrated: one relying on feature engineering (COTA v1) and the other exploiting raw signals through deep learning architectures (COTA v2). COTA v1 employs a new approach that converts the multi-classification task into a ranking problem, demonstrating significantly better performance in the case of thousands of classes. For COTA v2, we propose an Encoder-Combiner-Decoder, a novel deep learning architecture that allows for heterogeneous input and output feature types and injection of prior knowledge through network architecture choices. This paper compares these models and their variants on the task of ticket classification and answer selection, showing model COTA v2 outperforms COTA v1, and analyzes their inner workings and shortcomings. Finally, an A/B test is conducted in a production setting validating the real-world impact of COTA in reducing issue resolution time by 10 percent without reducing customer satisfaction

An Advanced Conceptual Diagnostic Healthcare Framework for Diabetes and Cardiovascular Disorders

The data mining along with emerging computing techniques have astonishingly influenced the healthcare industry. Researchers have used different Data Mining and Internet of Things (IoT) for enrooting a programmed solution for diabetes and heart patients. However, still, more advanced and united solution is needed that can offer a therapeutic opinion to individual diabetic and cardio patients. Therefore, here, a smart data mining and IoT (SMDIoT) based advanced healthcare system for proficient diabetes and cardiovascular diseases have been proposed. The hybridization of data mining and IoT with other emerging computing techniques is supposed to give an effective and economical solution to diabetes and cardio patients. SMDIoT hybridized the ideas of data mining, Internet of Things, chatbots, contextual entity search (CES), bio-sensors, semantic analysis and granular computing (GC). The bio-sensors of the proposed system assist in getting the current and precise status of the concerned patients so that in case of an emergency, the needful medical assistance can be provided. The novelty lies in the hybrid framework and the adequate support of chatbots, granular computing, context entity search and semantic analysis. The practical implementation of this system is very challenging and costly. However, it appears to be more operative and economical solution for diabetes and cardio patients.Comment: 11 PAGE

Leveraging Personal Navigation Assistant Systems Using Automated Social Media Traffic Reporting

Modern urbanization is demanding smarter technologies to improve a variety of applications in intelligent transportation systems to relieve the increasing amount of vehicular traffic congestion and incidents. Existing incident detection techniques are limited to the use of sensors in the transportation network and hang on human-inputs. Despite of its data abundance, social media is not well-exploited in such context. In this paper, we develop an automated traffic alert system based on Natural Language Processing (NLP) that filters this flood of information and extract important traffic-related bullets. To this end, we employ the fine-tuning Bidirectional Encoder Representations from Transformers (BERT) language embedding model to filter the related traffic information from social media. Then, we apply a question-answering model to extract necessary information characterizing the report event such as its exact location, occurrence time, and nature of the events. We demonstrate the adopted NLP approaches outperform other existing approach and, after effectively training them, we focus on real-world situation and show how the developed approach can, in real-time, extract traffic-related information and automatically convert them into alerts for navigation assistance applications such as navigation apps.Comment: This paper is accepted for publication in IEEE Technology Engineering Management Society International Conference (TEMSCON'20), Metro Detroit, Michigan (USA

Forecasting bus passenger flows by using a clustering-based support vector regression approach

As a significant component of the intelligent transportation system, forecasting bus passenger flows plays a key role in resource allocation, network planning, and frequency setting. However, it remains challenging to recognize high fluctuations, nonlinearity, and periodicity of bus passenger flows due to varied destinations and departure times. For this reason, a novel forecasting model named as affinity propagation-based support vector regression (AP-SVR) is proposed based on clustering and nonlinear simulation. For the addressed approach, a clustering algorithm is first used to generate clustering-based intervals. A support vector regression (SVR) is then exploited to forecast the passenger flow for each cluster, with the use of particle swarm optimization (PSO) for obtaining the optimized parameters. Finally, the prediction results of the SVR are rearranged by chronological order rearrangement. The proposed model is tested using real bus passenger data from a bus line over four months. Experimental results demonstrate that the proposed model performs better than other peer models in terms of absolute percentage error and mean absolute percentage error. It is recommended that the deterministic clustering technique with stable cluster results (AP) can improve the forecasting performance significantly.info:eu-repo/semantics/publishedVersio