Ticket Automation: an Insight into Current Research with Applications to Multi-level Classification Scenarios

odern service providers often have to deal with large amounts of customer requests, which they need to act upon in a swift and effective manner to ensure adequate support is provided. In this context, machine learning algorithms are fundamental in streamlining support ticket processing workflows. However, a large part of current approaches is still based on traditional Natural Language Processing approaches without fully exploiting the latest advancements in this field. In this work, we aim to provide an overview of support Ticket Automation, what recent proposals are being made in this field, and how well some of these methods can generalize to new scenarios and datasets. We list the most recent proposals for these tasks and examine in detail the ones related to Ticket Classification, the most prevalent of them. We analyze commonly utilized datasets and experiment on two of them, both characterized by a two-level hierarchy of labels, which are descriptive of the ticket’s topic at different levels of granularity. The first is a collection of 20,000 customer complaints, and the second comprises 35,000 issues crawled from a bug reporting website. Using this data, we focus on topically classifying tickets using a pre-trained BERT language model. The experimental section of this work has two objectives. First, we demonstrate the impact of different document representation strategies on classification performance. Secondly, we showcase an effective way to boost classification by injecting information from the hierarchical structure of the labels into the classifier. Our findings show that the choice of the embedding strategy for ticket embeddings considerably impacts classification metrics on our datasets: the best method improves by more than 28% in F1- score over the standard strategy. We also showcase the effectiveness of hierarchical information injection, which further improves the results. In the bugs dataset, one of our multi-level models (ML-BERT) outperforms the best baseline by up to 5.7% in F1-score and 5.4% in accuracy

Intelligent Data Mining Techniques for Automatic Service Management

Today, as more and more industries are involved in the artificial intelligence era, all business enterprises constantly explore innovative ways to expand their outreach and fulfill the high requirements from customers, with the purpose of gaining a competitive advantage in the marketplace. However, the success of a business highly relies on its IT service. Value-creating activities of a business cannot be accomplished without solid and continuous delivery of IT services especially in the increasingly intricate and specialized world. Driven by both the growing complexity of IT environments and rapidly changing business needs, service providers are urgently seeking intelligent data mining and machine learning techniques to build a cognitive ``brain in IT service management, capable of automatically understanding, reasoning and learning from operational data collected from human engineers and virtual engineers during the IT service maintenance. The ultimate goal of IT service management optimization is to maximize the automation of IT routine procedures such as problem detection, determination, and resolution. However, to fully automate the entire IT routine procedure is still a challenging task without any human intervention. In the real IT system, both the step-wise resolution descriptions and scripted resolutions are often logged with their corresponding problematic incidents, which typically contain abundant valuable human domain knowledge. Hence, modeling, gathering and utilizing the domain knowledge from IT system maintenance logs act as an extremely crucial role in IT service management optimization. To optimize the IT service management from the perspective of intelligent data mining techniques, three research directions are identified and considered to be greatly helpful for automatic service management: (1) efficiently extract and organize the domain knowledge from IT system maintenance logs; (2) online collect and update the existing domain knowledge by interactively recommending the possible resolutions; (3) automatically discover the latent relation among scripted resolutions and intelligently suggest proper scripted resolutions for IT problems. My dissertation addresses these challenges mentioned above by designing and implementing a set of intelligent data-driven solutions including (1) constructing the domain knowledge base for problem resolution inference; (2) online recommending resolution in light of the explicit hierarchical resolution categories provided by domain experts; and (3) interactively recommending resolution with the latent resolution relations learned through a collaborative filtering model

Learning to Learn to Disambiguate: Meta-Learning for Few-Shot Word Sense Disambiguation

The success of deep learning methods hinges on the availability of large training datasets annotated for the task of interest. In contrast to human intelligence, these methods lack versatility and struggle to learn and adapt quickly to new tasks, where labeled data is scarce. Meta-learning aims to solve this problem by training a model on a large number of few-shot tasks, with an objective to learn new tasks quickly from a small number of examples. In this paper, we propose a meta-learning framework for few-shot word sense disambiguation (WSD), where the goal is to learn to disambiguate unseen words from only a few labeled instances. Meta-learning approaches have so far been typically tested in an $N$-way, $K$-shot classification setting where each task has $N$ classes with $K$ examples per class. Owing to its nature, WSD deviates from this controlled setup and requires the models to handle a large number of highly unbalanced classes. We extend several popular meta-learning approaches to this scenario, and analyze their strengths and weaknesses in this new challenging setting.Comment: Added additional experiment

Multimedia Big Data Analytics and Fusion for Data Science

Title from PDF of title page, viewed May 24, 2023Dissertation advisor: Shu-Ching ChenVitaIncludes bibliographical references (pages 178-212)Dissertation (Ph.D.)--Department of Computer Science and Electrical Engineering. University of Missouri--Kansas City, 2023Big data is becoming increasingly prevalent in people's everyday lives due to the enormous quantity of data generated from social and economic activities worldwide. As a result, extensive research has been undertaken to support the big data revolution. However, as data grows in volume, traditional data analytic methods face various challenges—especially when raw data comes in multiple forms and formats. This dissertation proposes a multimodal big data analytics and fusion framework that addresses several challenges in data science for handling and learning from multimodal big data. The proposed framework addresses issues during a standard data science project workflow, including data fusion, spatio-temporal deep feature extraction, and model training optimization strategy. First, a hierarchical graph fusion network is presented to capture the inter-modality correlations among modalities. The network hierarchy models the modality-wise combinations with gradually increased complexity to explore all n-modality interactions. Next, an adaptive spatio-temporal graph network is proposed to capture the hidden patterns from spatio-temporal data. It exploits local and global node correlations by improving the pre-defined graph Laplacian and automatically generates the graph adjacency matrix based on a data-driven method. In addition, a dynamic multi-task learning method is introduced to optimize the model training progress by dynamically adjusting the loss weights assigned to each task. It systematically monitors the sample-level prediction errors, task-level weight parameter changing rate, and iteration-level total loss to adjust the weight balance among tasks. The proposed framework has been evaluated on various datasets, including disaster event videos, social media, traffic flow, and other public datasets.Introduction -- Related work -- Overview of the framework -- Dynamic multi-task learning -- Hierarchical graph fusion -- Spatio-temporal graph network -- Conclusions and future wor