Topic Modeling for Automatic Analysis of Natural Language: A Case Study in an Italian Customer Support Center

This paper focuses on the automatic analysis of conversation transcriptions in the call center of a customer care service. The goal is to recognize topics related to problems and complaints discussed in several dialogues between customers and agents. Our study aims to implement a framework able to automatically cluster conversation transcriptions into cohesive and well-separated groups based on the content of the data. The framework can alleviate the analyst selecting proper values for the analysis and the clustering processes. To pursue this goal, we consider a probabilistic model based on the latent Dirichlet allocation, which associates transcriptions with a mixture of topics in different proportions. A case study consisting of transcriptions in the Italian natural language, and collected in a customer support center of an energy supplier, is considered in the paper. Performance comparison of different inference techniques is discussed using the case study. The experimental results demonstrate the approach’s efficacy in clustering Italian conversation transcriptions. It also results in a practical tool to simplify the analytic process and off-load the parameter tuning from the end-user. According to recent works in the literature, this paper may be valuable for introducing latent Dirichlet allocation approaches in topic modeling for the Italian natural language

A Comparison of Different Topic Modeling Methods through a Real Case Study of Italian Customer Care

The paper deals with the analysis of conversation transcriptions between customers and agents in a call center of a customer care service. The objective is to support the analysis of text transcription of human-to-human conversations, to obtain reports on customer problems and complaints, and on the way an agent has solved them. The aim is to provide customer care service with a high level of efficiency and user satisfaction. To this aim, topic modeling is considered since it facilitates insightful analysis from large documents and datasets, such as a summarization of the main topics and topic characteristics. This paper presents a performance comparison of four topic modeling algorithms: (i) Latent Dirichlet Allocation (LDA); (ii) Non-negative Matrix Factorization (NMF); (iii) Neural-ProdLDA (Neural LDA) and Contextualized Topic Models (CTM). The comparison study is based on a database containing real conversation transcriptions in Italian Natural Language. Experimental results and different topic evaluation metrics are analyzed in this paper to determine the most suitable model for the case study. The gained knowledge can be exploited by practitioners to identify the optimal strategy and to perform and evaluate topic modeling on Italian natural language transcriptions of human-to-human conversations. This work can be an asset for grounding applications of topic modeling and can be inspiring for similar case studies in the domain of customer care quality

Mid-Infrared Plasmonic Platform Based on n-Doped Ge-on-Si: Molecular Sensing with Germanium Nano-Antennas on Si

CMOS-compatible, heavily-doped semiconductor films are very promising for applications in mid-infrared plasmonic devices because the real part of their dielectric function is negative and broadly tunable in this wavelength range. In this work we investigate n-type doped germanium epilayers grown on Si substrates. We design and realize Ge nanoantennas on Si substrates demonstrating the presence of localized plasmon resonances, and exploit them for molecular sensing in the mid-infrared

Thermoplasmonic Effect of Surface-Enhanced Infrared Absorption in Vertical Nanoantenna Arrays

Thermoplasmonics is a method for increasing temperature remotely using focused visible or infrared laser beams interacting with plasmonic nanopartides. Here, local heating induced by mid-infrared quantum cascade laser illumination of vertical gold-coated nanoanterma arrays embedded into polymer layers is investigated by infrared nanospectroscopy and electromagnetic/thermal simulations. Nanoscale thermal hotspot images are obtained by a phototherrnal scanning probe microscopy technique with laser illumination wavelength tuned at the different plasmonic resonances of the arrays. Spectral analysis indicates that both Joule heating by the metal antennas and surface-enhanced-infrared absorption (SEIRA) by the polymer molecules located in the apical hotspots of the antennas are responsible for thermoplasmonic resonances, that is, for strong local temperature increase. At odds with more conventional planar nanoantennas, the vertical antenna structure enables thermal decoupling of the hotspot at the antenna apex from the heat sink constituted by the solid substrate. The temperature increase was evaluated by quantitative comparision of data obtained with the photothermal expansion technique to the results of electromagnetic/thermal simulations. In the case of strong SEIRA by the C=O bond of poly-methylmethacrylate at 1730 cm(-1), for focused mid-infrared laser power of about 20 mW, the evaluated order of magnitude of the nanoscale temperature increase is of 10 K. This result indicates that temperature increases of order of hundreds of K may he attainable with full mid-infrared laser power tuned at specific molecule vibrational fingerprints

Infrared nanospectroscopy of individual extracellular microvesicles

Extracellular vesicles are membrane-delimited structures, involved in several inter-cellular communication processes, both physiological and pathological, since they deliver complex biological cargo. Extracellular vesicles have been identified as possible biomarkers of several pathological diseases; thus, their characterization is fundamental in order to gain a deep understanding of their function and of the related processes. Traditional approaches for the characterization of the molecular content of the vesicles require a large quantity of sample, thereby providing an average molecular profile, while their heterogeneity is typically probed by non-optical microscopies that, however, lack the chemical sensitivity to provide information of the molecular cargo. Here, we perform a study of individual microvesicles, a subclass of extracellular vesicles generated by the outward budding of the plasma membrane, released by two cultures of glial cells under different stimuli, by applying a state-of-the-art infrared nanospectroscopy technique based on the coupling of an atomic force microscope and a pulsed laser, which combines the label-free chemical sensitivity of infrared spectroscopy with the nanometric resolution of atomic force microscopy. By correlating topographic, mechanical and spectroscopic information of individual microvesicles, we identified two main populations in both families of vesicles released by the two cell cultures. Subtle differences in terms of nucleic acid content among the two families of vesicles have been found by performing a fitting procedure of the main nucleic acid vibrational peaks in the 1000–1250 cm-1 frequency range

Mid-Infrared Bloch Surface Waves for biosensing applications

We report on the design, fabrication, and spectroscopic characterization of a 1D Photonic Cristal (1DPC) sustaining Bloch Surface Waves (BSWs) in the mid-infrared. The reported all-dielectric 1DPC structure shows potential for label-free biosensing applications to medical diagnostics

The impact of puberty on the onset, frequency, location, and severity of attacks in hereditary angioedema due to C1-inhibitor deficiency: A survey from the Italian Network for Hereditary and Acquired Angioedema (ITACA)

Introduction. Hereditary angioedema due to C1-inhibitor deficiency is influenced by hormonal factors, with a more severe course of disease in women. Our study aims to deepen the impact of puberty on onset, frequency, location and severity of attacks.MethodsRetrospective data were collected through a semi-structured questionnaire and shared by 10 Italian reference centers of the Italian Network for Hereditary and Acquired Angioedema (ITACA).ResultsThe proportion of symptomatic patients increased significantly after puberty (98.2% vs 83.9%, p=0.002 in males; 96.3% vs 68,4%, p<0.001 in females); the monthly mean of acute attacks was significantly higher after puberty, and this occurred both in females (median (IQR) = 0.41(2) in the three years before puberty vs 2(2.17) in the three years after, p<0.001) and in males (1(1.92) vs 1.25(1.56) respectively, p<0.001). The increase was greater in females. No significant differences were detected in attack location before and after puberty.DiscussionOverall, our study confirms previous reports on a more severe phenotype in the female gender. Puberty predisposes to increased numbers of angioedema attacks, in particular in female patients

Observation of Dirac plasmons in a topological insulator

Plasmons are the quantized collective oscillations of electrons in metals and doped semiconductors. The plasmons of ordinary, massive electrons are since a long time basic ingredients of research in plasmonics and in optical metamaterials. Plasmons of massless Dirac electrons were instead recently observed in a purely two-dimensional electron system (2DEG)like graphene, and their properties are promising for new tunable plasmonic metamaterials in the terahertz and the mid-infrared frequency range. Dirac quasi-particles are known to exist also in the two-dimensional electron gas which forms at the surface of topological insulators due to a strong spin-orbit interaction. Therefore,one may look for their collective excitations by using infrared spectroscopy. Here we first report evidence of plasmonic excitations in a topological insulator (Bi2Se3), that was engineered in thin micro-ribbon arrays of different width W and period 2W to select suitable values of the plasmon wavevector k. Their lineshape was found to be extremely robust vs. temperature between 6 and 300 K, as one may expect for the excitations of topological carriers. Moreover, by changing W and measuring in the terahertz range the plasmonic frequency vP vs. k we could show, without using any fitting parameter, that the dispersion curve is in quantitative agreement with that predicted for Dirac plasmons.Comment: 11 pages, 3 figures, published in Nature Nanotechnology (2013

Monitoring of people and workers exposure to the electric, magnetic and electromagnetic fields in an Italian national cancer Institute

<p>Abstract</p> <p>Background</p> <p>The paper reports the electric, magnetic and electromagnetic fields (<it>emf</it>) measurements carried out in the <it>Regina Elena National Cancer Institute (NCI)</it>. Several devices, used in diagnostics and in medical cures, can represent sources of <it>emf </it>for the workers and for the public subjected to the treatments. The aim is to evaluate their exposition, in order to assess the compliance with the law.</p> <p>Methods</p> <p>The investigations have been carried out in the departments of: intensive care, physiotherapy, MR presstherapy and in the surgical rooms. The measurements have been performed using broad band probes in the frequency ranges 5 Hz÷30 kHz and 100 kHz-3 GHz.</p> <p>Results</p> <p>The variability of the magnetic induction (B(μT)) levels is between 0,05 μT and 80 μT. The statistical distribution shows that most of the measurements are in the range 0,05<B = 0,5 μT and the 89% of the B(μT) levels are within the 3 μT.</p> <p>Conclusion</p> <p>The measurement of the <it>emf </it>levels in the <it>NCI </it>is recommended because of the presence of the oncological patients; their long stay near the equipments and their day-long exposure represent additional risk factors for which a prudent avoidance strategy have to de adopted.</p

DNA damage in lens epithelial cells exposed to occupationally-relevant X-ray doses and role in cataract formation

The current framework of radiological protection of occupational exposed medical workers reduced the eye-lens equivalent dose limit from 150 to 20&nbsp;mSv per year requiring an accurate dosimetric evaluation and an increase understanding of radiation induced effects on Lens cells considering the typical scenario of occupational exposed medical operators. Indeed, it is widely accepted that genomic damage of Lens epithelial cells (LEC) is a key mechanism of cataractogenesis. However, the relationship between apoptosis and cataractogenesis is still controversial. In this study biological and physical data are combined to improve the understanding of radiation induced effects on LEC. To characterize the occupational exposure of medical workers during angiographic procedures an INNOVA 4100 (General Electric Healthcare) equipment was used (scenario A). Additional experiments were conducted using a research tube (scenario B). For both scenarios, the frequencies of binucleated cells, micronuclei, p21-positive cells were assessed with different doses and dose rates. A Monte-Carlo study was conducted using a model for the photon generation with the X-ray tubes and with the Petri dishes considering the two different scenarios (A and B) to reproduce the experimental conditions and validate the irradiation setups to the cells. The simulation results have been tallied using the Monte Carlo code MCNP6. The spectral characteristics of the different X-ray beams have been estimated. All irradiated samples showed frequencies of micronuclei and p21-positive cells higher than the unirradiated controls. Differences in frequencies increased with the delivered dose measured with Gafchromic films XR-RV3. The spectrum incident on eye lens and Petri, as estimated with MCNP6, was in good agreement in the scenario A (confirming the experimental setup), while the mean energy spectrum was higher in the scenario B. Nevertheless, the response of LEC seemed mainly related to the measured absorbed dose. No effects on viability were detected. Our results support the hypothesis that apoptosis is not responsible for cataract induced by low doses of X-ray (i.e. 25&nbsp;mGy) while the induction of transient p21 may interfere with the disassembly of the nuclear envelop in differentiating LEC, leading to cataract formation. Further studies are needed to better clarify the relationship we suggested between DNA damage, transient p21 induction and the inability of LEC enucleation