Hi, how can I help you?: Automating enterprise IT support help desks

Question answering is one of the primary challenges of natural language understanding. In realizing such a system, providing complex long answers to questions is a challenging task as opposed to factoid answering as the former needs context disambiguation. The different methods explored in the literature can be broadly classified into three categories namely: 1) classification based, 2) knowledge graph based and 3) retrieval based. Individually, none of them address the need of an enterprise wide assistance system for an IT support and maintenance domain. In this domain the variance of answers is large ranging from factoid to structured operating procedures; the knowledge is present across heterogeneous data sources like application specific documentation, ticket management systems and any single technique for a general purpose assistance is unable to scale for such a landscape. To address this, we have built a cognitive platform with capabilities adopted for this domain. Further, we have built a general purpose question answering system leveraging the platform that can be instantiated for multiple products, technologies in the support domain. The system uses a novel hybrid answering model that orchestrates across a deep learning classifier, a knowledge graph based context disambiguation module and a sophisticated bag-of-words search system. This orchestration performs context switching for a provided question and also does a smooth hand-off of the question to a human expert if none of the automated techniques can provide a confident answer. This system has been deployed across 675 internal enterprise IT support and maintenance projects.Comment: To appear in IAAI 201

Analysis of equivalence mapping for terminology services

This paper assesses the range of equivalence or mapping types required to facilitate interoperability in the context of a distributed terminology server. A detailed set of mapping types were examined, with a view to determining their validity for characterizing relationships between mappings from selected terminologies (AAT, LCSH, MeSH, and UNESCO) to the Dewey Decimal Classification (DDC) scheme. It was hypothesized that the detailed set of 19 match types proposed by Chaplan in 1995 is unnecessary in this context and that they could be reduced to a less detailed conceptually-based set. Results from an extensive mapping exercise support the main hypothesis and a generic suite of match types are proposed, although doubt remains over the current adequacy of the developing Simple Knowledge Organization System (SKOS) Core Mapping Vocabulary Specification (MVS) for inter-terminology mapping

Improved Supervised Classification of Accelerometry Data to Distinguish Behaviors of Soaring Birds

Soaring birds can balance the energetic costs of movement by switching between flapping, soaring and gliding flight. Accelerometers can allow quantification of flight behavior and thus a context to interpret these energetic costs. However, models to interpret accelerometry data are still being developed, rarely trained with supervised datasets, and difficult to apply. We collected accelerometry data at 140Hz from a trained golden eagle (Aquila chrysaetos) whose flight we recorded with video that we used to characterize behavior. We applied two forms of supervised classifications, random forest (RF) models and K-nearest neighbor (KNN) models. The KNN model was substantially easier to implement than the RF approach but both were highly accurate in classifying basic behaviors such as flapping (85.5% and 83.6% accurate, respectively), soaring (92.8% and 87.6%) and sitting (84.1% and 88.9%) with overall accuracies of 86.6% and 92.3% respectively. More detailed classification schemes, with specific behaviors such as banking and straight flights were well classified only by the KNN model (91.24% accurate; RF = 61.64% accurate). The RF model maintained its accuracy of classifying basic behavior classification accuracy of basic behaviors at sampling frequencies as low as 10Hz, the KNN at sampling frequencies as low as 20Hz. Classification of accelerometer data collected from free ranging birds demonstrated a strong dependence of predicted behavior on the type of classification model used. Our analyses demonstrate the consequence of different approaches to classification of accelerometry data, the potential to optimize classification algorithms with validated flight behaviors to improve classification accuracy, ideal sampling frequencies for different classification algorithms, and a number of ways to improve commonly used analytical techniques and best practices for classification of accelerometry data

On-the-fly adaptivity for nonlinear twoscale simulations using artificial neural networks and reduced order modeling

A multi-fidelity surrogate model for highly nonlinear multiscale problems is proposed. It is based on the introduction of two different surrogate models and an adaptive on-the-fly switching. The two concurrent surrogates are built incrementally starting from a moderate set of evaluations of the full order model. Therefore, a reduced order model (ROM) is generated. Using a hybrid ROM-preconditioned FE solver, additional effective stress-strain data is simulated while the number of samples is kept to a moderate level by using a dedicated and physics-guided sampling technique. Machine learning (ML) is subsequently used to build the second surrogate by means of artificial neural networks (ANN). Different ANN architectures are explored and the features used as inputs of the ANN are fine tuned in order to improve the overall quality of the ML model. Additional ANN surrogates for the stress errors are generated. Therefore, conservative design guidelines for error surrogates are presented by adapting the loss functions of the ANN training in pure regression or pure classification settings. The error surrogates can be used as quality indicators in order to adaptively select the appropriate -- i.e. efficient yet accurate -- surrogate. Two strategies for the on-the-fly switching are investigated and a practicable and robust algorithm is proposed that eliminates relevant technical difficulties attributed to model switching. The provided algorithms and ANN design guidelines can easily be adopted for different problem settings and, thereby, they enable generalization of the used machine learning techniques for a wide range of applications. The resulting hybrid surrogate is employed in challenging multilevel FE simulations for a three-phase composite with pseudo-plastic micro-constituents. Numerical examples highlight the performance of the proposed approach

Detecting real user tasks by training on laboratory contextual attention metadata

Detecting the current task of a user is essential for providing her with contextualized and personalized support, and using Contextual Attention Metadata (CAM) can help doing so. Some recent approaches propose to perform automatic user task detection by means of task classifiers using such metadata. In this paper, we show that good results can be achieved by training such classifiers offline on CAM gathered in laboratory settings. We also isolate a combination of metadata features that present a significantly better discriminative power than classical ones

Exploiting the user interaction context for automatic task detection

Detecting the task a user is performing on her computer desktop is important for providing her with contextualized and personalized support. Some recent approaches propose to perform automatic user task detection by means of classifiers using captured user context data. In this paper we improve on that by using an ontology-based user interaction context model that can be automatically populated by (i) capturing simple user interaction events on the computer desktop and (ii) applying rule-based and information extraction mechanisms. We present evaluation results from a large user study we have carried out in a knowledge-intensive business environment, showing that our ontology-based approach provides new contextual features yielding good task detection performance. We also argue that good results can be achieved by training task classifiers `online' on user context data gathered in laboratory settings. Finally, we isolate a combination of contextual features that present a significantly better discriminative power than classical ones