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

Actor-network procedures: Modeling multi-factor authentication, device pairing, social interactions

As computation spreads from computers to networks of computers, and migrates into cyberspace, it ceases to be globally programmable, but it remains programmable indirectly: network computations cannot be controlled, but they can be steered by local constraints on network nodes. The tasks of "programming" global behaviors through local constraints belong to the area of security. The "program particles" that assure that a system of local interactions leads towards some desired global goals are called security protocols. As computation spreads beyond cyberspace, into physical and social spaces, new security tasks and problems arise. As networks are extended by physical sensors and controllers, including the humans, and interlaced with social networks, the engineering concepts and techniques of computer security blend with the social processes of security. These new connectors for computational and social software require a new "discipline of programming" of global behaviors through local constraints. Since the new discipline seems to be emerging from a combination of established models of security protocols with older methods of procedural programming, we use the name procedures for these new connectors, that generalize protocols. In the present paper we propose actor-networks as a formal model of computation in heterogenous networks of computers, humans and their devices; and we introduce Procedure Derivation Logic (PDL) as a framework for reasoning about security in actor-networks. On the way, we survey the guiding ideas of Protocol Derivation Logic (also PDL) that evolved through our work in security in last 10 years. Both formalisms are geared towards graphic reasoning and tool support. We illustrate their workings by analysing a popular form of two-factor authentication, and a multi-channel device pairing procedure, devised for this occasion.Comment: 32 pages, 12 figures, 3 tables; journal submission; extended references, added discussio

Visual Question Answering: A Survey of Methods and Datasets

Visual Question Answering (VQA) is a challenging task that has received increasing attention from both the computer vision and the natural language processing communities. Given an image and a question in natural language, it requires reasoning over visual elements of the image and general knowledge to infer the correct answer. In the first part of this survey, we examine the state of the art by comparing modern approaches to the problem. We classify methods by their mechanism to connect the visual and textual modalities. In particular, we examine the common approach of combining convolutional and recurrent neural networks to map images and questions to a common feature space. We also discuss memory-augmented and modular architectures that interface with structured knowledge bases. In the second part of this survey, we review the datasets available for training and evaluating VQA systems. The various datatsets contain questions at different levels of complexity, which require different capabilities and types of reasoning. We examine in depth the question/answer pairs from the Visual Genome project, and evaluate the relevance of the structured annotations of images with scene graphs for VQA. Finally, we discuss promising future directions for the field, in particular the connection to structured knowledge bases and the use of natural language processing models.Comment: 25 page

Cultures in Community Question Answering

CQA services are collaborative platforms where users ask and answer questions. We investigate the influence of national culture on people's online questioning and answering behavior. For this, we analyzed a sample of 200 thousand users in Yahoo Answers from 67 countries. We measure empirically a set of cultural metrics defined in Geert Hofstede's cultural dimensions and Robert Levine's Pace of Life and show that behavioral cultural differences exist in community question answering platforms. We find that national cultures differ in Yahoo Answers along a number of dimensions such as temporal predictability of activities, contribution-related behavioral patterns, privacy concerns, and power inequality.Comment: Published in the proceedings of the 26th ACM Conference on Hypertext and Social Media (HT'15

Preservation of Web Resources: The JISC PoWR Project

This paper describes the work of the JISC-funded PoWR (Preservation Of Web Resources) project which is developing a handbook on best practices and advice aimed at UK higher and further educational institutions for the preservation of Web sites and Web resources. The paper summarises the challenges institutions face in preserving Web resources, describes the workshops organized by the project in order to identify the challenges and identify appropriate best practices, and outlines areas in which further work is required

Concept-based Interactive Query Expansion Support Tool (CIQUEST)

This report describes a three-year project (2000-03) undertaken in the Information Studies Department at The University of Sheffield and funded by Resource, The Council for Museums, Archives and Libraries. The overall aim of the research was to provide user support for query formulation and reformulation in searching large-scale textual resources including those of the World Wide Web. More specifically the objectives were: to investigate and evaluate methods for the automatic generation and organisation of concepts derived from retrieved document sets, based on statistical methods for term weighting; and to conduct user-based evaluations on the understanding, presentation and retrieval effectiveness of concept structures in selecting candidate terms for interactive query expansion. The TREC test collection formed the basis for the seven evaluative experiments conducted in the course of the project. These formed four distinct phases in the project plan. In the first phase, a series of experiments was conducted to investigate further techniques for concept derivation and hierarchical organisation and structure. The second phase was concerned with user-based validation of the concept structures. Results of phases 1 and 2 informed on the design of the test system and the user interface was developed in phase 3. The final phase entailed a user-based summative evaluation of the CiQuest system. The main findings demonstrate that concept hierarchies can effectively be generated from sets of retrieved documents and displayed to searchers in a meaningful way. The approach provides the searcher with an overview of the contents of the retrieved documents, which in turn facilitates the viewing of documents and selection of the most relevant ones. Concept hierarchies are a good source of terms for query expansion and can improve precision. The extraction of descriptive phrases as an alternative source of terms was also effective. With respect to presentation, cascading menus were easy to browse for selecting terms and for viewing documents. In conclusion the project dissemination programme and future work are outlined