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

Distantly Labeling Data for Large Scale Cross-Document Coreference

Cross-document coreference, the problem of resolving entity mentions across multi-document collections, is crucial to automated knowledge base construction and data mining tasks. However, the scarcity of large labeled data sets has hindered supervised machine learning research for this task. In this paper we develop and demonstrate an approach based on ``distantly-labeling'' a data set from which we can train a discriminative cross-document coreference model. In particular we build a dataset of more than a million people mentions extracted from 3.5 years of New York Times articles, leverage Wikipedia for distant labeling with a generative model (and measure the reliability of such labeling); then we train and evaluate a conditional random field coreference model that has factors on cross-document entities as well as mention-pairs. This coreference model obtains high accuracy in resolving mentions and entities that are not present in the training data, indicating applicability to non-Wikipedia data. Given the large amount of data, our work is also an exercise demonstrating the scalability of our approach.Comment: 16 pages, submitted to ECML 201