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

Ellogon: A New Text Engineering Platform

This paper presents Ellogon, a multi-lingual, cross-platform, general-purpose text engineering environment. Ellogon was designed in order to aid both researchers in natural language processing, as well as companies that produce language engineering systems for the end-user. Ellogon provides a powerful TIPSTER-based infrastructure for managing, storing and exchanging textual data, embedding and managing text processing components as well as visualising textual data and their associated linguistic information. Among its key features are full Unicode support, an extensive multi-lingual graphical user interface, its modular architecture and the reduced hardware requirements.Comment: 7 pages, 9 figures. Will be presented to the Third International Conference on Language Resources and Evaluation - LREC 200

Linguistic Reflection in Java

Reflective systems allow their own structures to be altered from within. Here we are concerned with a style of reflection, called linguistic reflection, which is the ability of a running program to generate new program fragments and to integrate these into its own execution. In particular we describe how this kind of reflection may be provided in the compiler-based, strongly typed object-oriented programming language Java. The advantages of the programming technique include attaining high levels of genericity and accommodating system evolution. These advantages are illustrated by an example taken from persistent programming which shows how linguistic reflection allows functionality (program code) to be generated on demand (Just-In-Time) from a generic specification and integrated into the evolving running program. The technique is evaluated against alternative implementation approaches with respect to efficiency, safety and ease of use.Comment: 25 pages. Source code for examples at http://www-ppg.dcs.st-and.ac.uk/Java/ReflectionExample/ Dynamic compilation package at http://www-ppg.dcs.st-and.ac.uk/Java/DynamicCompilation