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

On Term Selection Techniques for Patent Prior Art Search

A patent is a set of exclusive rights granted to an inventor to protect his invention for a limited period of time. Patent prior art search involves finding previously granted patents, scientific articles, product descriptions, or any other published work that may be relevant to a new patent application. Many well-known information retrieval (IR) techniques (e.g., typical query expansion methods), which are proven effective for ad hoc search, are unsuccessful for patent prior art search. In this thesis, we mainly investigate the reasons that generic IR techniques are not effective for prior art search on the CLEF-IP test collection. First, we analyse the errors caused due to data curation and experimental settings like applying International Patent Classification codes assigned to the patent topics to filter the search results. Then, we investigate the influence of term selection on retrieval performance on the CLEF-IP prior art test collection, starting with the description section of the reference patent and using language models (LM) and BM25 scoring functions. We find that an oracular relevance feedback system, which extracts terms from the judged relevant documents far outperforms the baseline (i.e., 0.11 vs. 0.48) and performs twice as well on mean average precision (MAP) as the best participant in CLEF-IP 2010 (i.e., 0.22 vs. 0.48). We find a very clear term selection value threshold for use when choosing terms. We also notice that most of the useful feedback terms are actually present in the original query and hypothesise that the baseline system can be substantially improved by removing negative query terms. We try four simple automated approaches to identify negative terms for query reduction but we are unable to improve on the baseline performance with any of them. However, we show that a simple, minimal feedback interactive approach, where terms are selected from only the first retrieved relevant document outperforms the best result from CLEF-IP 2010, suggesting the promise of interactive methods for term selection in patent prior art search