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

Generating Factoid Questions With Recurrent Neural Networks: The 30M Factoid Question-Answer Corpus

Over the past decade, large-scale supervised learning corpora have enabled machine learning researchers to make substantial advances. However, to this date, there are no large-scale question-answer corpora available. In this paper we present the 30M Factoid Question-Answer Corpus, an enormous question answer pair corpus produced by applying a novel neural network architecture on the knowledge base Freebase to transduce facts into natural language questions. The produced question answer pairs are evaluated both by human evaluators and using automatic evaluation metrics, including well-established machine translation and sentence similarity metrics. Across all evaluation criteria the question-generation model outperforms the competing template-based baseline. Furthermore, when presented to human evaluators, the generated questions appear comparable in quality to real human-generated questions.Comment: 13 pages, 1 figure, 7 table

Proceedings of QG2010: The Third Workshop on Question Generation

These are the peer-reviewed proceedings of "QG2010, The Third Workshop on Question Generation". The workshop included a special track for "QGSTEC2010: The First Question Generation Shared Task and Evaluation Challenge". QG2010 was held as part of The Tenth International Conference on Intelligent Tutoring Systems (ITS2010)

SEMONTOQA: A Semantic Understanding-Based Ontological Framework for Factoid Question Answering

This paper presents an outline of an Ontological and Se- mantic understanding-based model (SEMONTOQA) for an open-domain factoid Question Answering (QA) system. The outlined model analyses unstructured English natural lan- guage texts to a vast extent and represents the inherent con- tents in an ontological manner. The model locates and ex- tracts useful information from the text for various question types and builds a semantically rich knowledge-base that is capable of answering different categories of factoid ques- tions. The system model converts the unstructured texts into a minimalistic, labelled, directed graph that we call a Syntactic Sentence Graph (SSG). An Automatic Text In- terpreter using a set of pre-learnt Text Interpretation Sub- graphs and patterns tries to understand the contents of the SSG in a semantic way. The system proposes a new fea- ture and action based Cognitive Entity-Relationship Net- work designed to extend the text understanding process to an in-depth level. Application of supervised learning allows the system to gradually grow its capability to understand the text in a more fruitful manner. The system incorpo- rates an effective Text Inference Engine which takes the re- sponsibility of inferring the text contents and isolating enti- ties, their features, actions, objects, associated contexts and other properties, required for answering questions. A similar understanding-based question processing module interprets the user’s need in a semantic way. An Ontological Mapping Module, with the help of a set of pre-defined strategies de- signed for different classes of questions, is able to perform a mapping between a question’s ontology with the set of ontologies stored in the background knowledge-base. Em- pirical verification is performed to show the usability of the proposed model. The results achieved show that, this model can be used effectively as a semantic understanding based alternative QA system

Question Answering over Curated and Open Web Sources

The last few years have seen an explosion of research on the topic of automated question answering (QA), spanning the communities of information retrieval, natural language processing, and artificial intelligence. This tutorial would cover the highlights of this really active period of growth for QA to give the audience a grasp over the families of algorithms that are currently being used. We partition research contributions by the underlying source from where answers are retrieved: curated knowledge graphs, unstructured text, or hybrid corpora. We choose this dimension of partitioning as it is the most discriminative when it comes to algorithm design. Other key dimensions are covered within each sub-topic: like the complexity of questions addressed, and degrees of explainability and interactivity introduced in the systems. We would conclude the tutorial with the most promising emerging trends in the expanse of QA, that would help new entrants into this field make the best decisions to take the community forward. Much has changed in the community since the last tutorial on QA in SIGIR 2016, and we believe that this timely overview will indeed benefit a large number of conference participants