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

COMPARATIVE STUDY OF FONT RECOGNITION USING CONVOLUTIONAL NEURAL NETWORKS AND TWO FEATURE EXTRACTION METHODS WITH SUPPORT VECTOR MACHINE

Font recognition is one of the essential issues in document recognition and analysis, and is frequently a complex and time-consuming process. Many techniques of optical character recognition (OCR) have been suggested and some of them have been marketed, however, a few of these techniques considered font recognition. The issue of OCR is that it saves copies of documents to make them searchable, but the documents stop having the original appearance. To solve this problem, this paper presents a system for recognizing three and six English fonts from character images using Convolution Neural Network (CNN), and then compare the results of proposed system with the two studies. The first study used NCM features and SVM as a classification method, and the second study used DP features and SVM as classification method. The data of this study were taken from Al-Khaffaf dataset [21]. The two types of datasets have been used: the first type is about 27,620 sample for the three fonts classification and the second type is about 72,983 sample for the six fonts classification and both datasets are English character images in gray scale format with 8 bits. The results showed that CNN achieved the highest recognition rate in the proposed system compared with the two studies reached 99.75% and 98.329 % for the three and six fonts recognition, respectively. In addition, CNN got the least time required for creating model about 6 minutes and 23- 24 minutes for three and six fonts recognition, respectively. Based on the results, we can conclude that CNN technique is the best and most accurate model for recognizing fonts

Enhancing Energy Minimization Framework for Scene Text Recognition with Top-Down Cues

Recognizing scene text is a challenging problem, even more so than the recognition of scanned documents. This problem has gained significant attention from the computer vision community in recent years, and several methods based on energy minimization frameworks and deep learning approaches have been proposed. In this work, we focus on the energy minimization framework and propose a model that exploits both bottom-up and top-down cues for recognizing cropped words extracted from street images. The bottom-up cues are derived from individual character detections from an image. We build a conditional random field model on these detections to jointly model the strength of the detections and the interactions between them. These interactions are top-down cues obtained from a lexicon-based prior, i.e., language statistics. The optimal word represented by the text image is obtained by minimizing the energy function corresponding to the random field model. We evaluate our proposed algorithm extensively on a number of cropped scene text benchmark datasets, namely Street View Text, ICDAR 2003, 2011 and 2013 datasets, and IIIT 5K-word, and show better performance than comparable methods. We perform a rigorous analysis of all the steps in our approach and analyze the results. We also show that state-of-the-art convolutional neural network features can be integrated in our framework to further improve the recognition performance

Backpropagation Neural Network for Book Classification Using the Image Cover

Artificial Neural Networks are known to provide a good model forclassification. The goal of this research is to classify books in Bahasa (Bahasa Indonesia) using its cover. The data is in the form of scanned images, each with the size of 300 cm height, 130 cm width, and 96 dpi image resolution the research conducted features extraction using image processing method, MSER (Maximally Stable Externally Regions) to identify the area of book title, and Tesseract Optical Character Recognition (OCR) to detect the title. Next, features extracted from MSER and OCR are converted into a numerical matrix as the input to the Backpropagation Artificial Neural Network. The accuracy obtained using one hidden layer and 15 neurons is 63.31%. Meanwhile, the evaluation using 2 hidden layers with a combination of 15 and 35 neurons resulted in accuracy of 79.89%. The ability of the model to classify the book was affected by the image quality, variation, and number of training data