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

Qualitative Effects of Knowledge Rules in Probabilistic Data Integration

One of the problems in data integration is data overlap: the fact that different data sources have data on the same real world entities. Much development time in data integration projects is devoted to entity resolution. Often advanced similarity measurement techniques are used to remove semantic duplicates from the integration result or solve other semantic conflicts, but it proofs impossible to get rid of all semantic problems in data integration. An often-used rule of thumb states that about 90% of the development effort is devoted to solving the remaining 10% hard cases. In an attempt to significantly decrease human effort at data integration time, we have proposed an approach that stores any remaining semantic uncertainty and conflicts in a probabilistic database enabling it to already be meaningfully used. The main development effort in our approach is devoted to defining and tuning knowledge rules and thresholds. Rules and thresholds directly impact the size and quality of the integration result. We measure integration quality indirectly by measuring the quality of answers to queries on the integrated data set in an information retrieval-like way. The main contribution of this report is an experimental investigation of the effects and sensitivity of rule definition and threshold tuning on the integration quality. This proves that our approach indeed reduces development effort — and not merely shifts the effort to rule definition and threshold tuning — by showing that setting rough safe thresholds and defining only a few rules suffices to produce a ‘good enough’ integration that can be meaningfully used

Multi-view constrained clustering with an incomplete mapping between views

Multi-view learning algorithms typically assume a complete bipartite mapping between the different views in order to exchange information during the learning process. However, many applications provide only a partial mapping between the views, creating a challenge for current methods. To address this problem, we propose a multi-view algorithm based on constrained clustering that can operate with an incomplete mapping. Given a set of pairwise constraints in each view, our approach propagates these constraints using a local similarity measure to those instances that can be mapped to the other views, allowing the propagated constraints to be transferred across views via the partial mapping. It uses co-EM to iteratively estimate the propagation within each view based on the current clustering model, transfer the constraints across views, and then update the clustering model. By alternating the learning process between views, this approach produces a unified clustering model that is consistent with all views. We show that this approach significantly improves clustering performance over several other methods for transferring constraints and allows multi-view clustering to be reliably applied when given a limited mapping between the views. Our evaluation reveals that the propagated constraints have high precision with respect to the true clusters in the data, explaining their benefit to clustering performance in both single- and multi-view learning scenarios