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

The application of user log for online business environment using content-based Image retrieval system

Over the past few years, inter-query learning has gained much attention in the research and development of content-based image retrieval (CBIR) systems. This is largely due to the capability of inter-query approach to enable learning from the retrieval patterns of previous query sessions. However, much of the research works in this field have been focusing on analyzing image retrieval patterns stored in the database. This is not suitable for a dynamic environment such as the World Wide Web (WWW) where images are constantly added or removed. A better alternative is to use an image's visual features to capture the knowledge gained from the previous query sessions. Based on the previous work (Chung et al., 2006), the aim of this paper is to propose a framework of inter-query learning for the WWW-CBIR systems. Such framework can be extremely useful for those online companies whose core business involves providing multimedia content-based services and products to their customers

Multimodal Classification of Urban Micro-Events

In this paper we seek methods to effectively detect urban micro-events. Urban micro-events are events which occur in cities, have limited geographical coverage and typically affect only a small group of citizens. Because of their scale these are difficult to identify in most data sources. However, by using citizen sensing to gather data, detecting them becomes feasible. The data gathered by citizen sensing is often multimodal and, as a consequence, the information required to detect urban micro-events is distributed over multiple modalities. This makes it essential to have a classifier capable of combining them. In this paper we explore several methods of creating such a classifier, including early, late, hybrid fusion and representation learning using multimodal graphs. We evaluate performance on a real world dataset obtained from a live citizen reporting system. We show that a multimodal approach yields higher performance than unimodal alternatives. Furthermore, we demonstrate that our hybrid combination of early and late fusion with multimodal embeddings performs best in classification of urban micro-events

Automatic categorization of diverse experimental information in the bioscience literature

Background: Curation of information from bioscience literature into biological knowledge databases is a crucial way of capturing experimental information in a computable form. During the biocuration process, a critical first step is to identify from all published literature the papers that contain results for a specific data type the curator is interested in annotating. This step normally requires curators to manually examine many papers to ascertain which few contain information of interest and thus, is usually time consuming. We developed an automatic method for identifying papers containing these curation data types among a large pool of published scientific papers based on the machine learning method Support Vector Machine (SVM). This classification system is completely automatic and can be readily applied to diverse experimental data types. It has been in use in production for automatic categorization of 10 different experimental datatypes in the biocuration process at WormBase for the past two years and it is in the process of being adopted in the biocuration process at FlyBase and the Saccharomyces Genome Database (SGD). We anticipate that this method can be readily adopted by various databases in the biocuration community and thereby greatly reducing time spent on an otherwise laborious and demanding task. We also developed a simple, readily automated procedure to utilize training papers of similar data types from different bodies of literature such as C. elegans and D. melanogaster to identify papers with any of these data types for a single database. This approach has great significance because for some data types, especially those of low occurrence, a single corpus often does not have enough training papers to achieve satisfactory performance. Results: We successfully tested the method on ten data types from WormBase, fifteen data types from FlyBase and three data types from Mouse Genomics Informatics (MGI). It is being used in the curation work flow at WormBase for automatic association of newly published papers with ten data types including RNAi, antibody, phenotype, gene regulation, mutant allele sequence, gene expression, gene product interaction, overexpression phenotype, gene interaction, and gene structure correction. Conclusions: Our methods are applicable to a variety of data types with training set containing several hundreds to a few thousand documents. It is completely automatic and, thus can be readily incorporated to different workflow at different literature-based databases. We believe that the work presented here can contribute greatly to the tremendous task of automating the important yet labor-intensive biocuration effort