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

A middleware for a large array of cameras

Large arrays of cameras are increasingly being employed for producing high quality image sequences needed for motion analysis research. This leads to the logistical problem with coordination and control of a large number of cameras. In this paper, we used a lightweight multi-agent system for coordinating such camera arrays. The agent framework provides more than a remote sensor access API. It allows reconfigurable and transparent access to cameras, as well as software agents capable of intelligent processing. Furthermore, it eases maintenance by encouraging code reuse. Additionally, our agent system includes an automatic discovery mechanism at startup, and multiple language bindings. Performance tests showed the lightweight nature of the framework while validating its correctness and scalability. Two different camera agents were implemented to provide access to a large array of distributed cameras. Correct operation of these camera agents was confirmed via several image processing agents

Adapting Visual Question Answering Models for Enhancing Multimodal Community Q&A Platforms

Question categorization and expert retrieval methods have been crucial for information organization and accessibility in community question & answering (CQA) platforms. Research in this area, however, has dealt with only the text modality. With the increasing multimodal nature of web content, we focus on extending these methods for CQA questions accompanied by images. Specifically, we leverage the success of representation learning for text and images in the visual question answering (VQA) domain, and adapt the underlying concept and architecture for automated category classification and expert retrieval on image-based questions posted on Yahoo! Chiebukuro, the Japanese counterpart of Yahoo! Answers. To the best of our knowledge, this is the first work to tackle the multimodality challenge in CQA, and to adapt VQA models for tasks on a more ecologically valid source of visual questions. Our analysis of the differences between visual QA and community QA data drives our proposal of novel augmentations of an attention method tailored for CQA, and use of auxiliary tasks for learning better grounding features. Our final model markedly outperforms the text-only and VQA model baselines for both tasks of classification and expert retrieval on real-world multimodal CQA data.Comment: Submitted for review at CIKM 201

Data processing model for the CDF experiment

The data processing model for the CDF experiment is described. Data processing reconstructs events from parallel data streams taken with different combinations of physics event triggers and further splits the events into datasets of specialized physics datasets. The design of the processing control system faces strict requirements on bookkeeping records, which trace the status of data files and event contents during processing and storage. The computing architecture was updated to meet the mass data flow of the Run II data collection, recently upgraded to a maximum rate of 40 MByte/sec. The data processing facility consists of a large cluster of Linux computers with data movement managed by the CDF data handling system to a multi-petaByte Enstore tape library. The latest processing cycle has achieved a stable speed of 35 MByte/sec (3 TByte/day). It can be readily scaled by increasing CPU and data-handling capacity as required.Comment: 12 pages, 10 figures, submitted to IEEE-TN