Attribute selection via multi-objective evolutionary computation applied to multi-skill contact center data classification

Attribute or feature selection is one of the basic strategies to improve the performances of data classification tasks, and, at the same time to reduce the complexity of classifiers, and it is a particularly fundamental one when the number of attributes is relatively high. Evolutionary computation has already proven itself to be a very effective choice to consistently reduce the number of attributes towards a better classification rate and a simpler semantic interpretation of the inferred classifiers. We propose the application of the multi-objective evolutionary algorithm ENORA to the task of feature selection for multi-class classification of data extracted from an integrated multi-channel multi-skill contact center, which include technical, service and central data for each session. Additionally, we propose a methodology to integrate feature selection for classification, model evaluation, and decision making to choose the most satisfactory model according to a "a posteriori" process in a multi-objective context. We check out our results by comparing the performance and the classification rate against the well-known multi-objective evolutionary algorithm NSGA-II. Finally, the best obtained solution is validated by a data expert’s semantic interpretation of the classifier

Temporal Information in Data Science: An Integrated Framework and its Applications

Data science is a well-known buzzword, that is in fact composed of two distinct keywords, i.e., data and science. Data itself is of great importance: each analysis task begins from a set of examples. Based on such a consideration, the present work starts with the analysis of a real case scenario, by considering the development of a data warehouse-based decision support system for an Italian contact center company. Then, relying on the information collected in the developed system, a set of machine learning-based analysis tasks have been developed to answer specific business questions, such as employee work anomaly detection and automatic call classification. Although such initial applications rely on already available algorithms, as we shall see, some clever analysis workflows had also to be developed. Afterwards, continuously driven by real data and real world applications, we turned ourselves to the question of how to handle temporal information within classical decision tree models. Our research brought us the development of J48SS, a decision tree induction algorithm based on Quinlan's C4.5 learner, which is capable of dealing with temporal (e.g., sequential and time series) as well as atemporal (such as numerical and categorical) data during the same execution cycle. The decision tree has been applied into some real world analysis tasks, proving its worthiness. A key characteristic of J48SS is its interpretability, an aspect that we specifically addressed through the study of an evolutionary-based decision tree pruning technique. Next, since a lot of work concerning the management of temporal information has already been done in automated reasoning and formal verification fields, a natural direction in which to proceed was that of investigating how such solutions may be combined with machine learning, following two main tracks. First, we show, through the development of an enriched decision tree capable of encoding temporal information by means of interval temporal logic formulas, how a machine learning algorithm can successfully exploit temporal logic to perform data analysis. Then, we focus on the opposite direction, i.e., that of employing machine learning techniques to generate temporal logic formulas, considering a natural language processing scenario. Finally, as a conclusive development, the architecture of a system is proposed, in which formal methods and machine learning techniques are seamlessly combined to perform anomaly detection and predictive maintenance tasks. Such an integration represents an original, thrilling research direction that may open up new ways of dealing with complex, real-world problems.Data science is a well-known buzzword, that is in fact composed of two distinct keywords, i.e., data and science. Data itself is of great importance: each analysis task begins from a set of examples. Based on such a consideration, the present work starts with the analysis of a real case scenario, by considering the development of a data warehouse-based decision support system for an Italian contact center company. Then, relying on the information collected in the developed system, a set of machine learning-based analysis tasks have been developed to answer specific business questions, such as employee work anomaly detection and automatic call classification. Although such initial applications rely on already available algorithms, as we shall see, some clever analysis workflows had also to be developed. Afterwards, continuously driven by real data and real world applications, we turned ourselves to the question of how to handle temporal information within classical decision tree models. Our research brought us the development of J48SS, a decision tree induction algorithm based on Quinlan's C4.5 learner, which is capable of dealing with temporal (e.g., sequential and time series) as well as atemporal (such as numerical and categorical) data during the same execution cycle. The decision tree has been applied into some real world analysis tasks, proving its worthiness. A key characteristic of J48SS is its interpretability, an aspect that we specifically addressed through the study of an evolutionary-based decision tree pruning technique. Next, since a lot of work concerning the management of temporal information has already been done in automated reasoning and formal verification fields, a natural direction in which to proceed was that of investigating how such solutions may be combined with machine learning, following two main tracks. First, we show, through the development of an enriched decision tree capable of encoding temporal information by means of interval temporal logic formulas, how a machine learning algorithm can successfully exploit temporal logic to perform data analysis. Then, we focus on the opposite direction, i.e., that of employing machine learning techniques to generate temporal logic formulas, considering a natural language processing scenario. Finally, as a conclusive development, the architecture of a system is proposed, in which formal methods and machine learning techniques are seamlessly combined to perform anomaly detection and predictive maintenance tasks. Such an integration represents an original, thrilling research direction that may open up new ways of dealing with complex, real-world problems

Exploring the Concept of the Digital Educator During COVID-19

T In many machine learning classification problems, datasets are usually of high dimensionality and therefore require efficient and effective methods for identifying the relative importance of their attributes, eliminating the redundant and irrelevant ones. Due to the huge size of the search space of the possible solutions, the attribute subset evaluation feature selection methods are not very suitable, so in these scenarios feature ranking methods are used. Most of the feature ranking methods described in the literature are univariate methods, which do not detect interactions between factors. In this paper, we propose two new multivariate feature ranking methods based on pairwise correlation and pairwise consistency, which have been applied for cancer gene expression and genotype-tissue expression classification tasks using public datasets. We statistically proved that the proposed methods outperform the state-of-the-art feature ranking methods Clustering Variation, Chi Squared, Correlation, Information Gain, ReliefF and Significance, as well as other feature selection methods for attribute subset evaluation based on correlation and consistency with the multi-objective evolutionary search strategy, and with the embedded feature selection methods C4.5 and LASSO. The proposed methods have been implemented on the WEKA platform for public use, making all the results reported in this paper repeatable and replicabl

Multivariate feature ranking of gene expression data

Gene expression datasets are usually of high dimensionality and therefore require efficient and effective methods for identifying the relative importance of their attributes. Due to the huge size of the search space of the possible solutions, the attribute subset evaluation feature selection methods tend to be not applicable, so in these scenarios feature ranking methods are used. Most of the feature ranking methods described in the literature are univariate methods, so they do not detect interactions between factors. In this paper we propose two new multivariate feature ranking methods based on pairwise correlation and pairwise consistency, which we have applied in three gene expression classification problems. We statistically prove that the proposed methods outperform the state of the art feature ranking methods Clustering Variation, Chi Squared, Correlation, Information Gain, ReliefF and Significance, as well as feature selection methods of attribute subset evaluation based on correlation and consistency with multi-objective evolutionary search strategy

Matching Possible Mitigations to Cyber Threats: A Document-Driven Decision Support Systems Approach

Cyber systems are ubiquitous in all aspects of society. At the same time, breaches to cyber systems continue to be front-page news (Calfas, 2018; Equifax, 2017) and, despite more than a decade of heightened focus on cybersecurity, the threat continues to evolve and grow, costing globally up to $575 billion annually (Center for Strategic and International Studies, 2014; Gosler & Von Thaer, 2013; Microsoft, 2016; Verizon, 2017). To address possible impacts due to cyber threats, information system (IS) stakeholders must assess the risks they face. Following a risk assessment, the next step is to determine mitigations to counter the threats that pose unacceptably high risks. The literature contains a robust collection of studies on optimizing mitigation selections, but they universally assume that the starting list of appropriate mitigations for specific threats exists from which to down-select. In current practice, producing this starting list is largely a manual process and it is challenging because it requires detailed cybersecurity knowledge from highly decentralized sources, is often deeply technical in nature, and is primarily described in textual form, leading to dependence on human experts to interpret the knowledge for each specific context. At the same time cybersecurity experts remain in short supply relative to the demand, while the delta between supply and demand continues to grow (Center for Cyber Safety and Education, 2017; Kauflin, 2017; Libicki, Senty, & Pollak, 2014). Thus, an approach is needed to help cybersecurity experts (CSE) cut through the volume of available mitigations to select those which are potentially viable to offset specific threats. This dissertation explores the application of machine learning and text retrieval techniques to automate matching of relevant mitigations to cyber threats, where both are expressed as unstructured or semi-structured English language text. Using the Design Science Research Methodology (Hevner & March, 2004; Peffers, Tuunanen, Rothenberger, & Chatterjee, 2007), we consider a number of possible designs for the matcher, ultimately selecting a supervised machine learning approach that combines two techniques: support vector machine classification and latent semantic analysis. The selected approach demonstrates high recall for mitigation documents in the relevant class, bolstering confidence that potentially viable mitigations will not be overlooked. It also has a strong ability to discern documents in the non-relevant class, allowing approximately 97% of non-relevant mitigations to be excluded automatically, greatly reducing the CSE’s workload over purely manual matching. A false v positive rate of up to 3% prevents totally automated mitigation selection and requires the CSE to reject a few false positives. This research contributes to theory a method for automatically mapping mitigations to threats when both are expressed as English language text documents. This artifact represents a novel machine learning approach to threat-mitigation mapping. The research also contributes an instantiation of the artifact for demonstration and evaluation. From a practical perspective the artifact benefits all threat-informed cyber risk assessment approaches, whether formal or ad hoc, by aiding decision-making for cybersecurity experts whose job it is to mitigate the identified cyber threats. In addition, an automated approach makes mitigation selection more repeatable, facilitates knowledge reuse, extends the reach of cybersecurity experts, and is extensible to accommodate the continued evolution of both cyber threats and mitigations. Moreover, the selection of mitigations applicable to each threat can serve as inputs into multifactor analyses of alternatives, both automated and manual, thereby bridging the gap between cyber risk assessment and final mitigation selection

Earth observing system. Data and information system. Volume 2A: Report of the EOS Data Panel

The purpose of this report is to provide NASA with a rationale and recommendations for planning, implementing, and operating an Earth Observing System data and information system that can evolve to meet the Earth Observing System's needs in the 1990s. The Earth Observing System (Eos), defined by the Eos Science and Mission Requirements Working Group, consists of a suite of instruments in low Earth orbit acquiring measurements of the Earth's atmosphere, surface, and interior; an information system to support scientific research; and a vigorous program of scientific research, stressing study of global-scale processes that shape and influence the Earth as a system. The Eos data and information system is conceived as a complete research information system that would transcend the traditional mission data system, and include additional capabilties such as maintaining long-term, time-series data bases and providing access by Eos researchers to relevant non-Eos data. The Working Group recommends that the Eos data and information system be initiated now, with existing data, and that the system evolve into one that can meet the intensive research and data needs that will exist when Eos spacecraft are returning data in the 1990s

Modeling Customer Experience in a Contact Center through Process Log Mining

The use of data mining and modeling methods in service industry is a promising avenue for optimizing current processes in a targeted manner, ultimately reducing costs and improving customer experience. However, the introduction of such tools in already established pipelines often must adapt to the way data is sampled and to its content. In this study, we tackle the challenge of characterizing and predicting customer experience having available only process log data with time-stamp information, without any ground truth feedback from the customers. As a case study, we consider the context of a contact center managed by TeleWare and analyze phone call logs relative to a two months span. We develop an approach to interpret the phone call process events registered in the logs and infer concrete points of improvement in the service management. Our approach is based on latent tree modeling and multi-class Naïve Bayes classification, which jointly allow us to infer a spectrum of customer experiences and test their predictability based on the current data sampling strategy. Moreover, such approach can overcome limitations in customer feedback collection and sharing across organizations, thus having wide applicability and being complementary to tools relying on more heavily constrained data

QED: using Quality-Environment-Diversity to evolve resilient robot swarms

In swarm robotics, any of the robots in a swarm may be affected by different faults, resulting in significant performance declines. To allow fault recovery from randomly injected faults to different robots in a swarm, a model-free approach may be preferable due to the accumulation of faults in models and the difficulty to predict the behaviour of neighbouring robots. One model-free approach to fault recovery involves two phases: during simulation, a quality-diversity algorithm evolves a behaviourally diverse archive of controllers; during the target application, a search for the best controller is initiated after fault injection. In quality-diversity algorithms, the choice of the behavioural descriptor is a key design choice that determines the quality of the evolved archives, and therefore the fault recovery performance. Although the environment is an important determinant of behaviour, the impact of environmental diversity is often ignored in the choice of a suitable behavioural descriptor. This study compares different behavioural descriptors, including two generic descriptors that work on a wide range of tasks, one hand-coded descriptor which fits the domain of interest, and one novel type of descriptor based on environmental diversity, which we call Quality-Environment-Diversity (QED). Results demonstrate that the above-mentioned model-free approach to fault recovery is feasible in the context of swarm robotics, reducing the fault impact by a factor 2-3. Further, the environmental diversity obtained with QED yields a unique behavioural diversity profile that allows it to recover from high-impact faults

Evolutionary Computation

This book presents several recent advances on Evolutionary Computation, specially evolution-based optimization methods and hybrid algorithms for several applications, from optimization and learning to pattern recognition and bioinformatics. This book also presents new algorithms based on several analogies and metafores, where one of them is based on philosophy, specifically on the philosophy of praxis and dialectics. In this book it is also presented interesting applications on bioinformatics, specially the use of particle swarms to discover gene expression patterns in DNA microarrays. Therefore, this book features representative work on the field of evolutionary computation and applied sciences. The intended audience is graduate, undergraduate, researchers, and anyone who wishes to become familiar with the latest research work on this field

Flexible and Intelligent Learning Architectures for SOS (FILA-SoS)

Multi-faceted systems of the future will entail complex logic and reasoning with many levels of reasoning in intricate arrangement. The organization of these systems involves a web of connections and demonstrates self-driven adaptability. They are designed for autonomy and may exhibit emergent behavior that can be visualized. Our quest continues to handle complexities, design and operate these systems. The challenge in Complex Adaptive Systems design is to design an organized complexity that will allow a system to achieve its goals. This report attempts to push the boundaries of research in complexity, by identifying challenges and opportunities. Complex adaptive system-of-systems (CASoS) approach is developed to handle this huge uncertainty in socio-technical systems