28,958 research outputs found

    Hi, how can I help you?: Automating enterprise IT support help desks

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    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

    Application and evaluation of multi-dimensional diversity

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    Traditional information retrieval (IR) systems mostly focus on finding documents relevant to queries without considering other documents in the search results. This approach works quite well in general cases; however, this also means that the set of returned documents in a result list can be very similar to each other. This can be an undesired system property from a user's perspective. The creation of IR systems that support the search result diversification present many challenges, indeed current evaluation measures and methodologies are still unclear with regards to specific search domains and dimensions of diversity. In this paper, we highlight various issues in relation to image search diversification for the ImageClef 2009 collection and tasks. Furthermore, we discuss the problem of defining clusters/subtopics by mixing diversity dimensions regardless of which dimension is important in relation to information need or circumstances. We also introduce possible applications and evaluation metrics for diversity based retrieval

    Portable extraction of partially structured facts from the web

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    A novel fact extraction task is defined to fill a gap between current information retrieval and information extraction technologies. It is shown that it is possible to extract useful partially structured facts about different kinds of entities in a broad domain, i.e. all kinds of places depicted in tourist images. Importantly the approach does not rely on existing linguistic resources (gazetteers, taggers, parsers, etc.) and it ported easily and cheaply between two very different languages (English and Latvian). Previous fact extraction from the web has focused on the extraction of structured data, e.g. (Building-LocatedIn-Town). In contrast we extract richer and more interesting facts, such as a fact explaining why a building was built. Enough structure is maintained to facilitate subsequent processing of the information. For example, this partial structure enables straightforward template-based text generation. We report positive results for the correctness and interest of English and Latvian facts and for the utility of the extracted facts in enhancing image captions
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