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

Statistical analysis driven optimized deep learning system for intrusion detection

Attackers have developed ever more sophisticated and intelligent ways to hack information and communication technology systems. The extent of damage an individual hacker can carry out upon infiltrating a system is well understood. A potentially catastrophic scenario can be envisaged where a nation-state intercepting encrypted financial data gets hacked. Thus, intelligent cybersecurity systems have become inevitably important for improved protection against malicious threats. However, as malware attacks continue to dramatically increase in volume and complexity, it has become ever more challenging for traditional analytic tools to detect and mitigate threat. Furthermore, a huge amount of data produced by large networks has made the recognition task even more complicated and challenging. In this work, we propose an innovative statistical analysis driven optimized deep learning system for intrusion detection. The proposed intrusion detection system (IDS) extracts optimized and more correlated features using big data visualization and statistical analysis methods (human-in-the-loop), followed by a deep autoencoder for potential threat detection. Specifically, a pre-processing module eliminates the outliers and converts categorical variables into one-hot-encoded vectors. The feature extraction module discard features with null values and selects the most significant features as input to the deep autoencoder model (trained in a greedy-wise manner). The NSL-KDD dataset from the Canadian Institute for Cybersecurity is used as a benchmark to evaluate the feasibility and effectiveness of the proposed architecture. Simulation results demonstrate the potential of our proposed system and its outperformance as compared to existing state-of-the-art methods and recently published novel approaches. Ongoing work includes further optimization and real-time evaluation of our proposed IDS.Comment: To appear in the 9th International Conference on Brain Inspired Cognitive Systems (BICS 2018