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

Audio-visual child-adult speaker classification in dyadic interactions

Interactions involving children span a wide range of important domains from learning to clinical diagnostic and therapeutic contexts. Automated analyses of such interactions are motivated by the need to seek accurate insights and offer scale and robustness across diverse and wide-ranging conditions. Identifying the speech segments belonging to the child is a critical step in such modeling. Conventional child-adult speaker classification typically relies on audio modeling approaches, overlooking visual signals that convey speech articulation information, such as lip motion. Building on the foundation of an audio-only child-adult speaker classification pipeline, we propose incorporating visual cues through active speaker detection and visual processing models. Our framework involves video pre-processing, utterance-level child-adult speaker detection, and late fusion of modality-specific predictions. We demonstrate from extensive experiments that a visually aided classification pipeline enhances the accuracy and robustness of the classification. We show relative improvements of 2.38% and 3.97% in F1 macro score when one face and two faces are visible, respectively.Comment: In review for ICASSP 2024, 5 page

Inducing Language Networks from Continuous Space Word Representations

Recent advancements in unsupervised feature learning have developed powerful latent representations of words. However, it is still not clear what makes one representation better than another and how we can learn the ideal representation. Understanding the structure of latent spaces attained is key to any future advancement in unsupervised learning. In this work, we introduce a new view of continuous space word representations as language networks. We explore two techniques to create language networks from learned features by inducing them for two popular word representation methods and examining the properties of their resulting networks. We find that the induced networks differ from other methods of creating language networks, and that they contain meaningful community structure.Comment: 14 page

Information extraction from multimedia web documents: an open-source platform and testbed

The LivingKnowledge project aimed to enhance the current state of the art in search, retrieval and knowledge management on the web by advancing the use of sentiment and opinion analysis within multimedia applications. To achieve this aim, a diverse set of novel and complementary analysis techniques have been integrated into a single, but extensible software platform on which such applications can be built. The platform combines state-of-the-art techniques for extracting facts, opinions and sentiment from multimedia documents, and unlike earlier platforms, it exploits both visual and textual techniques to support multimedia information retrieval. Foreseeing the usefulness of this software in the wider community, the platform has been made generally available as an open-source project. This paper describes the platform design, gives an overview of the analysis algorithms integrated into the system and describes two applications that utilise the system for multimedia information retrieval