Cognitive Computing to Optimize IT Services

In this paper, the challenges of maintaining a healthy IT operational environment have been addressed by proactively analyzing IT Service Desk tickets, customer satisfaction surveys and social media data. A Cognitive solution goes beyond the traditional structured data analysis solutions by deep analyses of both structured and unstructured text. The salient features of the proposed platform include language identification, translation, hierarchical extraction of the most frequently occurring topics, entities and their relationships, text summarization, sentiments and knowledge extraction from the unstructured text using Natural Language Processing techniques. Moreover, the insights from unstructured text combined with structured data allows the development of various classification, segmentation and time-series forecasting use-cases on incident, problem and change datasets. The text and predictive insights together with raw data are used for visualization and exploration of actionable insights on a rich and interactive dashboard. However, it is hard not only to find these insights using traditional Analytics solutions but it might also take very long time to discover them, especially while dealing with massive amount of unstructured data. By taking actions on these insights, organizations can benefit from significant reduction of ticket volume, reduced operational costs and increased customer satisfaction. In various experiments, on average, up to 18-25 % of yearly ticket volume has been reduced using the proposed approach

Meaning-sensitive noisy text analytics in the low data regime

Digital connectivity is revolutionising people’s quality of life. As broadband and mobile services become faster and more prevalent globally than before, people have started to frequently express their wants and desires on social media platforms. Thus, deriving insights from text data has become a popular approach, both in the industry and academia, to provide social media analytics solutions across a range of disciplines, including consumer behaviour, sales, sports and sociology. Businesses can harness the data shared on social networks to improve their organisations’ strategic business decisions by leveraging advanced Natural Language Processing (NLP) techniques, such as context-aware representations. Specifically, SportsHosts, our industry partner, will be able to launch digital marketing solutions that optimise audience targeting and personalisation using NLP-powered solutions. However, social media data are often noisy and diverse, making the task very challenging. Further, real-world NLP tasks often suffer from insufficient labelled data due to the costly and time-consuming nature of manual annotation. Nevertheless, businesses are keen on maximising the return on investment by boosting the performance of these NLP models in the real world, particularly with social media data. In this thesis, we make several contributions to address these challenges. Firstly, we propose to improve the NLP model’s ability to comprehend noisy text in a low data regime by leveraging prior knowledge from pre-trained language models. Secondly, we analyse the impact of text augmentation and the quality of synthetic sentences in a context-aware NLP setting and propose a meaning-sensitive text augmentation technique using a Masked Language Model. Thirdly, we offer a cost-efficient text data annotation methodology and an end-to-end framework to deploy efficient and effective social media analytics solutions in the real world.Doctor of Philosoph

Mining question-answer pairs from web forum: a survey of challenges and resolutions

Internet forums, which are also known as discussion boards, are popular web applications. Members of the board discuss issues and share ideas to form a community within the board, and as a result generate huge amount of content on different topics on daily basis. Interest in information extraction and knowledge discovery from such sources has been on the increase in the research community. A number of factors are limiting the potentiality of mining knowledge from forums. Lexical chasm or lexical gap that renders some Natural Language Processing techniques (NLP) less effective, Informal tone that creates noisy data, drifting of discussion topic that prevents focused mining and asynchronous issue that makes it difficult to establish post-reply relationship are some of the problems that need to be addressed. This survey introduces these challenges within the framework of question answering. The survey provides description of the problems; cites and explores useful publications to the reader for further examination; provides an overview of resolution strategies and findings relevant to the challenges

Mining semantics for culturomics: towards a knowledge-based approach

The massive amounts of text data made available through the Google Books digitization project have inspired a new field of big-data textual research. Named culturomics, this field has attracted the attention of a growing number of scholars over recent years. However, initial studies based on these data have been criticized for not referring to relevant work in linguistics and language technology. This paper provides some ideas, thoughts and first steps towards a new culturomics initiative, based this time on Swedish data, which pursues a more knowledge-based approach than previous work in this emerging field. The amount of new Swedish text produced daily and older texts being digitized in cultural heritage projects grows at an accelerating rate. These volumes of text being available in digital form have grown far beyond the capacity of human readers, leaving automated semantic processing of the texts as the only realistic option for accessing and using the information contained in them. The aim of our recently initiated research program is to advance the state of the art in language technology resources and methods for semantic processing of Big Swedish text and focus on the theoretical and methodological advancement of the state of the art in extracting and correlating information from large volumes of Swedish text using a combination of knowledge-based and statistical methods

Exploring Text Mining and Analytics for Applications in Public Security: An in-depth dive into a systematic literature review

Text mining and related analytics emerge as a technological approach to support human activities in extracting useful knowledge through texts in several formats. From a managerial point of view, it can help organizations in planning and decision-making processes, providing information that was not previously evident through textual materials produced internally or even externally. In this context, within the public/governmental scope, public security agencies are great beneficiaries of the tools associated with text mining, in several aspects, from applications in the criminal area to the collection of people's opinions and sentiments about the actions taken to promote their welfare. This article reports details of a systematic literature review focused on identifying the main areas of text mining application in public security, the most recurrent technological tools, and future research directions. The searches covered four major article bases (Scopus, Web of Science, IEEE Xplore, and ACM Digital Library), selecting 194 materials published between 2014 and the first half of 2021, among journals, conferences, and book chapters. There were several findings concerning the targets of the literature review, as presented in the results of this article

Visual analytics of location-based social networks for decision support

Recent advances in technology have enabled people to add location information to social networks called Location-Based Social Networks (LBSNs) where people share their communication and whereabouts not only in their daily lives, but also during abnormal situations, such as crisis events. However, since the volume of the data exceeds the boundaries of human analytical capabilities, it is almost impossible to perform a straightforward qualitative analysis of the data. The emerging field of visual analytics has been introduced to tackle such challenges by integrating the approaches from statistical data analysis and human computer interaction into highly interactive visual environments. Based on the idea of visual analytics, this research contributes the techniques of knowledge discovery in social media data for providing comprehensive situational awareness. We extract valuable hidden information from the huge volume of unstructured social media data and model the extracted information for visualizing meaningful information along with user-centered interactive interfaces. We develop visual analytics techniques and systems for spatial decision support through coupling modeling of spatiotemporal social media data, with scalable and interactive visual environments. These systems allow analysts to detect and examine abnormal events within social media data by integrating automated analytical techniques and visual methods. We provide comprehensive analysis of public behavior response in disaster events through exploring and examining the spatial and temporal distribution of LBSNs. We also propose a trajectory-based visual analytics of LBSNs for anomalous human movement analysis during crises by incorporating a novel classification technique. Finally, we introduce a visual analytics approach for forecasting the overall flow of human crowds