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

Advances in Character Recognition

This book presents advances in character recognition, and it consists of 12 chapters that cover wide range of topics on different aspects of character recognition. Hopefully, this book will serve as a reference source for academic research, for professionals working in the character recognition field and for all interested in the subject

Face Recognition from Weakly Labeled Data

Recognizing the identity of a face or a person in the media usually requires lots of training data to design robust classifiers, which demands a great amount of human effort for annotation. Alternatively, the weakly labeled data is publicly available, but the labels can be ambiguous or noisy. For instance, names in the caption of a news photo provide possible candidates for faces appearing in the image. Names in the screenplays are only weakly associated with faces in the videos. Since weakly labeled data is not explicitly labeled by humans, robust learning methods that use weakly labeled data should suppress the impact of noisy instances or automatically resolve the ambiguities in noisy labels. We propose a method for character identification in a TV-series. The proposed method uses automatically extracted labels by associating the faces with names in the transcripts. Such weakly labeled data often has erroneous labels resulting from errors in detecting a face and synchronization. Our approach achieves robustness to noisy labeling by utilizing several features. We construct track nodes from face and person tracks and utilize information from facial and clothing appearances. We discover the video structure for effective inference by constructing a minimum-distance spanning tree (MST) from the track nodes. Hence, track nodes of similar appearance become adjacent to each other and are likely to have the same identity. The non-local cost aggregation step thus serves as a noise suppression step to reliably recognize the identity of the characters in the video. Another type of weakly labeled data results from labeling ambiguities. In other words, a training sample can have more than one label, and typically one of the labels is the true label. For instance, a news photo is usually accompanied by the captions, and the names provided in the captions can be used as the candidate labels for the faces appearing in the photo. Learning an effective subject classifier from the ambiguously labeled data is called ambiguously labeled learning. We propose a matrix completion framework for predicting the actual labels from the ambiguously labeled instances, and a standard supervised classifier that subsequently learns from the disambiguated labels to classify new data. We generalize this matrix completion framework to handle the issue of labeling imbalance that avoids domination by dominant labels. Besides, an iterative candidate elimination step is integrated with the proposed approach to improve the ambiguity resolution. Recently, video-based face recognition techniques have received significant attention since faces in a video provide diverse exemplars for constructing a robust representation of the target (i.e., subject of interest). Nevertheless, the target face in the video is usually annotated with minimum human effort (i.e., a single bounding box in a video frame). Although face tracking techniques can be utilized to associate faces in a single video shot, it is ineffective for associating faces across multiple video shots. To fully utilize faces of a target in multiples-shot videos, we propose a target face association (TFA) method to obtain a set of images of the target face, and these associated images are then utilized to construct a robust representation of the target for improving the performance of video-based face recognition task. One of the most important applications of video-based face recognition is outdoor video surveillance using a camera network. Face recognition in outdoor environment is a challenging task due to illumination changes, pose variations, and occlusions. We present the taxonomy of camera networks and discuss several techniques for continuous tracking of faces acquired by an outdoor camera network as well as a face matching algorithm. Finally, we demonstrate the real-time video surveillance system using pan-tilt-zoom (PTZ) cameras to perform pedestrian tracking, localization, face detection, and face recognition

Learning sound representations using trainable COPE feature extractors

Sound analysis research has mainly been focused on speech and music processing. The deployed methodologies are not suitable for analysis of sounds with varying background noise, in many cases with very low signal-to-noise ratio (SNR). In this paper, we present a method for the detection of patterns of interest in audio signals. We propose novel trainable feature extractors, which we call COPE (Combination of Peaks of Energy). The structure of a COPE feature extractor is determined using a single prototype sound pattern in an automatic configuration process, which is a type of representation learning. We construct a set of COPE feature extractors, configured on a number of training patterns. Then we take their responses to build feature vectors that we use in combination with a classifier to detect and classify patterns of interest in audio signals. We carried out experiments on four public data sets: MIVIA audio events, MIVIA road events, ESC-10 and TU Dortmund data sets. The results that we achieved (recognition rate equal to 91.71% on the MIVIA audio events, 94% on the MIVIA road events, 81.25% on the ESC-10 and 94.27% on the TU Dortmund) demonstrate the effectiveness of the proposed method and are higher than the ones obtained by other existing approaches. The COPE feature extractors have high robustness to variations of SNR. Real-time performance is achieved even when the value of a large number of features is computed.Comment: Accepted for publication in Pattern Recognitio

Entity-Oriented Search

This open access book covers all facets of entity-oriented search—where “search” can be interpreted in the broadest sense of information access—from a unified point of view, and provides a coherent and comprehensive overview of the state of the art. It represents the first synthesis of research in this broad and rapidly developing area. Selected topics are discussed in-depth, the goal being to establish fundamental techniques and methods as a basis for future research and development. Additional topics are treated at a survey level only, containing numerous pointers to the relevant literature. A roadmap for future research, based on open issues and challenges identified along the way, rounds out the book. The book is divided into three main parts, sandwiched between introductory and concluding chapters. The first two chapters introduce readers to the basic concepts, provide an overview of entity-oriented search tasks, and present the various types and sources of data that will be used throughout the book. Part I deals with the core task of entity ranking: given a textual query, possibly enriched with additional elements or structural hints, return a ranked list of entities. This core task is examined in a number of different variants, using both structured and unstructured data collections, and numerous query formulations. In turn, Part II is devoted to the role of entities in bridging unstructured and structured data. Part III explores how entities can enable search engines to understand the concepts, meaning, and intent behind the query that the user enters into the search box, and how they can provide rich and focused responses (as opposed to merely a list of documents)—a process known as semantic search. The final chapter concludes the book by discussing the limitations of current approaches, and suggesting directions for future research. Researchers and graduate students are the primary target audience of this book. A general background in information retrieval is sufficient to follow the material, including an understanding of basic probability and statistics concepts as well as a basic knowledge of machine learning concepts and supervised learning algorithms

Large-scale image collection cleansing, summarization and exploration

A perennially interesting topic in the research field of large scale image collection organization is how to effectively and efficiently conduct the tasks of image cleansing, summarization and exploration. The primary objective of such an image organization system is to enhance user exploration experience with redundancy removal and summarization operations on large-scale image collection. An ideal system is to discover and utilize the visual correlation among the images, to reduce the redundancy in large-scale image collection, to organize and visualize the structure of large-scale image collection, and to facilitate exploration and knowledge discovery. In this dissertation, a novel system is developed for exploiting and navigating large-scale image collection. Our system consists of the following key components: (a) junk image filtering by incorporating bilingual search results; (b) near duplicate image detection by using a coarse-to-fine framework; (c) concept network generation and visualization; (d) image collection summarization via dictionary learning for sparse representation; and (e) a multimedia practice of graffiti image retrieval and exploration. For junk image filtering, bilingual image search results, which are adopted for the same keyword-based query, are integrated to automatically identify the clusters for the junk images and the clusters for the relevant images. Within relevant image clusters, the results are further refined by removing the duplications under a coarse-to-fine structure. The duplicate pairs are detected with both global feature (partition based color histogram) and local feature (CPAM and SIFT Bag-of-Word model). The duplications are detected and removed from the data collection to facilitate further exploration and visual correlation analysis. After junk image filtering and duplication removal, the visual concepts are further organized and visualized by the proposed concept network. An automatic algorithm is developed to generate such visual concept network which characterizes the visual correlation between image concept pairs. Multiple kernels are combined and a kernel canonical correlation analysis algorithm is used to characterize the diverse visual similarity contexts between the image concepts. The FishEye visualization technique is implemented to facilitate the navigation of image concepts through our image concept network. To better assist the exploration of large scale data collection, we design an efficient summarization algorithm to extract representative examplars. For this collection summarization task, a sparse dictionary (a small set of the most representative images) is learned to represent all the images in the given set, e.g., such sparse dictionary is treated as the summary for the given image set. The simulated annealing algorithm is adopted to learn such sparse dictionary (image summary) by minimizing an explicit optimization function. In order to handle large scale image collection, we have evaluated both the accuracy performance of the proposed algorithms and their computation efficiency. For each of the above tasks, we have conducted experiments on multiple public available image collections, such as ImageNet, NUS-WIDE, LabelMe, etc. We have observed very promising results compared to existing frameworks. The computation performance is also satisfiable for large-scale image collection applications. The original intention to design such a large-scale image collection exploration and organization system is to better service the tasks of information retrieval and knowledge discovery. For this purpose, we utilize the proposed system to a graffiti retrieval and exploration application and receive positive feedback

Recognition of handwritten Arabic characters

The subject of handwritten character recognition has been receiving considerable attention in recent years due to the increased dependence on computers. Several methods for recognizing Latin, Chinese as well as Kanji characters have been proposed. However, work on recognition of Arabic characters has been relatively sparse. Techniques developed for recognizing characters in other languages can not be used for Arabic since the nature of Arabic characters is different. The shape of a character is a function of its location within a word where each character can have two to four different forms. Most of the techniques proposed to date for recognizing Arabic characters have relied on structural and topographic approaches. This thesis introduces a decision-theoretic approach to solve the problem. The proposed method involves, as a first step, digitization of the segmented character. The secondary part of the character (dots and zigzags) are then isolated and identified separately thereby reducing the recognition issue to a 20 class problem or less for each of the character forms. The moments of the horizontal and vertical projections of the remaining primary characters are calculated and normalized with respect to the zero order moment. Simple measures of shape are obtained from the normalized moments and incorporated into a feature vector. Classification is accomplished using quadratic discriminant functions. The approach was evaluated using isolated, handwritten characters from a data base established for this purpose. The classification rates varied from 97.5% to 100% depending on the form of the characters. These results indicate that the technique offers significantly better classification rates in comparison with existing methods

NLP-Based Techniques for Cyber Threat Intelligence

In the digital era, threat actors employ sophisticated techniques for which, often, digital traces in the form of textual data are available. Cyber Threat Intelligence~(CTI) is related to all the solutions inherent to data collection, processing, and analysis useful to understand a threat actor's targets and attack behavior. Currently, CTI is assuming an always more crucial role in identifying and mitigating threats and enabling proactive defense strategies. In this context, NLP, an artificial intelligence branch, has emerged as a powerful tool for enhancing threat intelligence capabilities. This survey paper provides a comprehensive overview of NLP-based techniques applied in the context of threat intelligence. It begins by describing the foundational definitions and principles of CTI as a major tool for safeguarding digital assets. It then undertakes a thorough examination of NLP-based techniques for CTI data crawling from Web sources, CTI data analysis, Relation Extraction from cybersecurity data, CTI sharing and collaboration, and security threats of CTI. Finally, the challenges and limitations of NLP in threat intelligence are exhaustively examined, including data quality issues and ethical considerations. This survey draws a complete framework and serves as a valuable resource for security professionals and researchers seeking to understand the state-of-the-art NLP-based threat intelligence techniques and their potential impact on cybersecurity