Extracting Implicit Social Relation for Social Recommendation Techniques in User Rating Prediction

Recommendation plays an increasingly important role in our daily lives. Recommender systems automatically suggest items to users that might be interesting for them. Recent studies illustrate that incorporating social trust in Matrix Factorization methods demonstrably improves accuracy of rating prediction. Such approaches mainly use the trust scores explicitly expressed by users. However, it is often challenging to have users provide explicit trust scores of each other. There exist quite a few works, which propose Trust Metrics to compute and predict trust scores between users based on their interactions. In this paper, first we present how social relation can be extracted from users' ratings to items by describing Hellinger distance between users in recommender systems. Then, we propose to incorporate the predicted trust scores into social matrix factorization models. By analyzing social relation extraction from three well-known real-world datasets, which both: trust and recommendation data available, we conclude that using the implicit social relation in social recommendation techniques has almost the same performance compared to the actual trust scores explicitly expressed by users. Hence, we build our method, called Hell-TrustSVD, on top of the state-of-the-art social recommendation technique to incorporate both the extracted implicit social relations and ratings given by users on the prediction of items for an active user. To the best of our knowledge, this is the first work to extend TrustSVD with extracted social trust information. The experimental results support the idea of employing implicit trust into matrix factorization whenever explicit trust is not available, can perform much better than the state-of-the-art approaches in user rating prediction

Understanding the Importance and Impact of Technology in an Accounting Setting: Work Outcomes and Relationships with Clients

This study explores how technology positively or negatively impacts the accounting profession, and specifically, the impact on work outcomes (i.e. the effectiveness and efficiency of work) and relationships with clients. Three types of technology tools were featured in this study: Accounting and Analytics, Robotic Process Automation, and Communication Technology Tools and Platforms. Our research questions were (1) How much do technology tools improve the efficiency and effectiveness of the accountant? and (2) How much do technology tools affect the relationship with clients? After surveying professionals in the accounting field, we concluded that accountants believe that Communication softwares improve their efficiency and effectiveness the most, with Accounting and Analytics softwares just behind. We can also conclude that technology has a positive, or at the very least, neutral, effect on the relationship between professionals and their clients. Overall, it was found that in the accounting field, technology has a positive impact on work outcomes and relationships with clients

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

Human Perceptions of Fairness in Algorithmic Decision Making: A Case Study of Criminal Risk Prediction

As algorithms are increasingly used to make important decisions that affect human lives, ranging from social benefit assignment to predicting risk of criminal recidivism, concerns have been raised about the fairness of algorithmic decision making. Most prior works on algorithmic fairness normatively prescribe how fair decisions ought to be made. In contrast, here, we descriptively survey users for how they perceive and reason about fairness in algorithmic decision making. A key contribution of this work is the framework we propose to understand why people perceive certain features as fair or unfair to be used in algorithms. Our framework identifies eight properties of features, such as relevance, volitionality and reliability, as latent considerations that inform people's moral judgments about the fairness of feature use in decision-making algorithms. We validate our framework through a series of scenario-based surveys with 576 people. We find that, based on a person's assessment of the eight latent properties of a feature in our exemplar scenario, we can accurately (> 85%) predict if the person will judge the use of the feature as fair. Our findings have important implications. At a high-level, we show that people's unfairness concerns are multi-dimensional and argue that future studies need to address unfairness concerns beyond discrimination. At a low-level, we find considerable disagreements in people's fairness judgments. We identify root causes of the disagreements, and note possible pathways to resolve them.Comment: To appear in the Proceedings of the Web Conference (WWW 2018). Code available at https://fate-computing.mpi-sws.org/procedural_fairness

Weighted Random Walk Sampling for Multi-Relational Recommendation

In the information overloaded web, personalized recommender systems are essential tools to help users find most relevant information. The most heavily-used recommendation frameworks assume user interactions that are characterized by a single relation. However, for many tasks, such as recommendation in social networks, user-item interactions must be modeled as a complex network of multiple relations, not only a single relation. Recently research on multi-relational factorization and hybrid recommender models has shown that using extended meta-paths to capture additional information about both users and items in the network can enhance the accuracy of recommendations in such networks. Most of this work is focused on unweighted heterogeneous networks, and to apply these techniques, weighted relations must be simplified into binary ones. However, information associated with weighted edges, such as user ratings, which may be crucial for recommendation, are lost in such binarization. In this paper, we explore a random walk sampling method in which the frequency of edge sampling is a function of edge weight, and apply this generate extended meta-paths in weighted heterogeneous networks. With this sampling technique, we demonstrate improved performance on multiple data sets both in terms of recommendation accuracy and model generation efficiency