COTA: Improving the Speed and Accuracy of Customer Support through Ranking and Deep Networks

For a company looking to provide delightful user experiences, it is of paramount importance to take care of any customer issues. This paper proposes COTA, a system to improve speed and reliability of customer support for end users through automated ticket classification and answers selection for support representatives. Two machine learning and natural language processing techniques are demonstrated: one relying on feature engineering (COTA v1) and the other exploiting raw signals through deep learning architectures (COTA v2). COTA v1 employs a new approach that converts the multi-classification task into a ranking problem, demonstrating significantly better performance in the case of thousands of classes. For COTA v2, we propose an Encoder-Combiner-Decoder, a novel deep learning architecture that allows for heterogeneous input and output feature types and injection of prior knowledge through network architecture choices. This paper compares these models and their variants on the task of ticket classification and answer selection, showing model COTA v2 outperforms COTA v1, and analyzes their inner workings and shortcomings. Finally, an A/B test is conducted in a production setting validating the real-world impact of COTA in reducing issue resolution time by 10 percent without reducing customer satisfaction

A Comparative Study on Regularization Strategies for Embedding-based Neural Networks

This paper aims to compare different regularization strategies to address a common phenomenon, severe overfitting, in embedding-based neural networks for NLP. We chose two widely studied neural models and tasks as our testbed. We tried several frequently applied or newly proposed regularization strategies, including penalizing weights (embeddings excluded), penalizing embeddings, re-embedding words, and dropout. We also emphasized on incremental hyperparameter tuning, and combining different regularizations. The results provide a picture on tuning hyperparameters for neural NLP models.Comment: EMNLP '1

Polyglot: Distributed Word Representations for Multilingual NLP

Distributed word representations (word embeddings) have recently contributed to competitive performance in language modeling and several NLP tasks. In this work, we train word embeddings for more than 100 languages using their corresponding Wikipedias. We quantitatively demonstrate the utility of our word embeddings by using them as the sole features for training a part of speech tagger for a subset of these languages. We find their performance to be competitive with near state-of-art methods in English, Danish and Swedish. Moreover, we investigate the semantic features captured by these embeddings through the proximity of word groupings. We will release these embeddings publicly to help researchers in the development and enhancement of multilingual applications.Comment: 10 pages, 2 figures, Proceedings of Conference on Computational Natural Language Learning CoNLL'201

Finding Answers from the Word of God: Domain Adaptation for Neural Networks in Biblical Question Answering

Question answering (QA) has significantly benefitted from deep learning techniques in recent years. However, domain-specific QA remains a challenge due to the significant amount of data required to train a neural network. This paper studies the answer sentence selection task in the Bible domain and answer questions by selecting relevant verses from the Bible. For this purpose, we create a new dataset BibleQA based on bible trivia questions and propose three neural network models for our task. We pre-train our models on a large-scale QA dataset, SQuAD, and investigate the effect of transferring weights on model accuracy. Furthermore, we also measure the model accuracies with different answer context lengths and different Bible translations. We affirm that transfer learning has a noticeable improvement in the model accuracy. We achieve relatively good results with shorter context lengths, whereas longer context lengths decreased model accuracy. We also find that using a more modern Bible translation in the dataset has a positive effect on the task.Comment: The paper has been accepted at IJCNN 201