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

An agent-driven semantical identifier using radial basis neural networks and reinforcement learning

Due to the huge availability of documents in digital form, and the deception possibility raise bound to the essence of digital documents and the way they are spread, the authorship attribution problem has constantly increased its relevance. Nowadays, authorship attribution,for both information retrieval and analysis, has gained great importance in the context of security, trust and copyright preservation. This work proposes an innovative multi-agent driven machine learning technique that has been developed for authorship attribution. By means of a preprocessing for word-grouping and time-period related analysis of the common lexicon, we determine a bias reference level for the recurrence frequency of the words within analysed texts, and then train a Radial Basis Neural Networks (RBPNN)-based classifier to identify the correct author. The main advantage of the proposed approach lies in the generality of the semantic analysis, which can be applied to different contexts and lexical domains, without requiring any modification. Moreover, the proposed system is able to incorporate an external input, meant to tune the classifier, and then self-adjust by means of continuous learning reinforcement.Comment: Published on: Proceedings of the XV Workshop "Dagli Oggetti agli Agenti" (WOA 2014), Catania, Italy, Sepember. 25-26, 201