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

The Future Evolution of Consciousness

ABSTRACT. What potential exists for improvements in the functioning of consciousness? The paper addresses this issue using global workspace theory. According to this model, the prime function of consciousness is to develop novel adaptive responses. Consciousness does this by putting together new combinations of knowledge, skills and other disparate resources that are recruited from throughout the brain. The paper’s search for potential improvements in the functioning of consciousness draws on studies of the shift during human development from the use of implicit knowledge to the use of explicit (declarative) knowledge. These studies show that the ability of consciousness to adapt a particular domain improves significantly as the transition to the use of declarative knowledge occurs in that domain. However, this potential for consciousness to enhance adaptability has not yet been realised to any extent in relation to consciousness itself. The paper assesses the potential for adaptability to be improved by the conscious adaptation of key processes that constitute consciousness. A number of sources (including the practices of religious and contemplative traditions) are drawn on to investigate how this potential might be realised

Increasingly automated procedure acquisition in dynamic systems

Procedures are widely used by operators for controlling complex dynamic systems. Currently, most development of such procedures is done manually, consuming a large amount of paper, time, and manpower in the process. While automated knowledge acquisition is an active field of research, not much attention has been paid to the problem of computer-assisted acquisition and refinement of complex procedures for dynamic systems. The Procedure Acquisition for Reactive Control Assistant (PARC), which is designed to assist users in more systematically and automatically encoding and refining complex procedures. PARC is able to elicit knowledge interactively from the user during operation of the dynamic system. We categorize procedure refinement into two stages: diagnosis - diagnose the failure and choose a repair - and repair - plan and perform the repair. The basic approach taken in PARC is to assist the user in all steps of this process by providing increased levels of assistance with layered tools. We illustrate the operation of PARC in refining procedures for the control of a robot arm

Harnessing agile concepts for the development of intelligent systems

Traditional and current approaches to intelligent systems design, have led to the creation of sophisticated and computationally-intensive packages and environments, for a wide range of applications. This paper proposes methods with which to extend the functionality of such systems, borrowing knowledge management concepts from the field of Agile Manufacturing. As such, this paper proposes that the future of intelligent systems design should be based not only upon the continuing development of artificial intelligence techniques, but also effective methods for harnessing human skills and core competencies to achieve these aims

Context-Aware Information Retrieval for Enhanced Situation Awareness

In the coalition forces, users are increasingly challenged with the issues of information overload and correlation of information from heterogeneous sources. Users might need different pieces of information, ranging from information about a single building, to the resolution strategy of a global conflict. Sometimes, the time, location and past history of information access can also shape the information needs of users. Information systems need to help users pull together data from disparate sources according to their expressed needs (as represented by system queries), as well as less specific criteria. Information consumers have varying roles, tasks/missions, goals and agendas, knowledge and background, and personal preferences. These factors can be used to shape both the execution of user queries and the form in which retrieved information is packaged. However, full automation of this daunting information aggregation and customization task is not possible with existing approaches. In this paper we present an infrastructure for context-aware information retrieval to enhance situation awareness. The infrastructure provides each user with a customized, mission-oriented system that gives access to the right information from heterogeneous sources in the context of a particular task, plan and/or mission. The approach lays on five intertwined fundamental concepts, namely Workflow, Context, Ontology, Profile and Information Aggregation. The exploitation of this knowledge, using appropriate domain ontologies, will make it feasible to provide contextual assistance in various ways to the work performed according to a user’s taskrelevant information requirements. This paper formalizes these concepts and their interrelationships

Design of teacher assistance tools in an exploratory learning environment for algebraic generalisation

The MiGen project is designing and developing an intelligent exploratory environment to support 11-14 year-old students in their learning of algebraic generalisation. Deployed within the classroom, the system also provides tools to assist teachers in monitoring students' activities and progress. This paper describes the architectural design of these Teacher Assistance tools and gives a detailed description of one such tool, focussing in particular on the research challenges faced, and the technologies and approaches chosen to implement the necessary functionalities given the context of the project