11,535 research outputs found
Evorus: A Crowd-powered Conversational Assistant Built to Automate Itself Over Time
Crowd-powered conversational assistants have been shown to be more robust
than automated systems, but do so at the cost of higher response latency and
monetary costs. A promising direction is to combine the two approaches for high
quality, low latency, and low cost solutions. In this paper, we introduce
Evorus, a crowd-powered conversational assistant built to automate itself over
time by (i) allowing new chatbots to be easily integrated to automate more
scenarios, (ii) reusing prior crowd answers, and (iii) learning to
automatically approve response candidates. Our 5-month-long deployment with 80
participants and 281 conversations shows that Evorus can automate itself
without compromising conversation quality. Crowd-AI architectures have long
been proposed as a way to reduce cost and latency for crowd-powered systems;
Evorus demonstrates how automation can be introduced successfully in a deployed
system. Its architecture allows future researchers to make further innovation
on the underlying automated components in the context of a deployed open domain
dialog system.Comment: 10 pages. To appear in the Proceedings of the Conference on Human
Factors in Computing Systems 2018 (CHI'18
"How May I Help You?": Modeling Twitter Customer Service Conversations Using Fine-Grained Dialogue Acts
Given the increasing popularity of customer service dialogue on Twitter,
analysis of conversation data is essential to understand trends in customer and
agent behavior for the purpose of automating customer service interactions. In
this work, we develop a novel taxonomy of fine-grained "dialogue acts"
frequently observed in customer service, showcasing acts that are more suited
to the domain than the more generic existing taxonomies. Using a sequential
SVM-HMM model, we model conversation flow, predicting the dialogue act of a
given turn in real-time. We characterize differences between customer and agent
behavior in Twitter customer service conversations, and investigate the effect
of testing our system on different customer service industries. Finally, we use
a data-driven approach to predict important conversation outcomes: customer
satisfaction, customer frustration, and overall problem resolution. We show
that the type and location of certain dialogue acts in a conversation have a
significant effect on the probability of desirable and undesirable outcomes,
and present actionable rules based on our findings. The patterns and rules we
derive can be used as guidelines for outcome-driven automated customer service
platforms.Comment: 13 pages, 6 figures, IUI 201
Challenges of developing a digital scribe to reduce clinical documentation burden.
Clinicians spend a large amount of time on clinical documentation of patient encounters, often impacting quality of care and clinician satisfaction, and causing physician burnout. Advances in artificial intelligence (AI) and machine learning (ML) open the possibility of automating clinical documentation with digital scribes, using speech recognition to eliminate manual documentation by clinicians or medical scribes. However, developing a digital scribe is fraught with problems due to the complex nature of clinical environments and clinical conversations. This paper identifies and discusses major challenges associated with developing automated speech-based documentation in clinical settings: recording high-quality audio, converting audio to transcripts using speech recognition, inducing topic structure from conversation data, extracting medical concepts, generating clinically meaningful summaries of conversations, and obtaining clinical data for AI and ML algorithms
Graph-based Features for Automatic Online Abuse Detection
While online communities have become increasingly important over the years,
the moderation of user-generated content is still performed mostly manually.
Automating this task is an important step in reducing the financial cost
associated with moderation, but the majority of automated approaches strictly
based on message content are highly vulnerable to intentional obfuscation. In
this paper, we discuss methods for extracting conversational networks based on
raw multi-participant chat logs, and we study the contribution of graph
features to a classification system that aims to determine if a given message
is abusive. The conversational graph-based system yields unexpectedly high
performance , with results comparable to those previously obtained with a
content-based approach
Pressure Injury and Restraint Prevalence Surveys: Saving Time and Dollars for Patient Care by Automating Manual Chart Abstraction
Bronson Healthcare Group performs quarterly pressure injury and restraint audits as part of the National Database of Nursing Quality Indicators (NDNQI). The chart abstraction portion of the audit previously required nurses to manually abstract 31 data points. To save time and cost, we used Lean and PDSA process improvement tools to automate the chart abstraction portion of the audit, reducing the number of data points requiring manual abstraction to 2. We validated the automated abstraction by comparing it to abstractions done manually by the audit nurses. We found that an automated process has the potential to reduce the impact of human error inherent in manual abstraction
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
Calendar.help: Designing a Workflow-Based Scheduling Agent with Humans in the Loop
Although information workers may complain about meetings, they are an
essential part of their work life. Consequently, busy people spend a
significant amount of time scheduling meetings. We present Calendar.help, a
system that provides fast, efficient scheduling through structured workflows.
Users interact with the system via email, delegating their scheduling needs to
the system as if it were a human personal assistant. Common scheduling
scenarios are broken down using well-defined workflows and completed as a
series of microtasks that are automated when possible and executed by a human
otherwise. Unusual scenarios fall back to a trained human assistant who
executes them as unstructured macrotasks. We describe the iterative approach we
used to develop Calendar.help, and share the lessons learned from scheduling
thousands of meetings during a year of real-world deployments. Our findings
provide insight into how complex information tasks can be broken down into
repeatable components that can be executed efficiently to improve productivity.Comment: 10 page
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