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

Role of sudarshan kriya and pranayam on lipid profile and blood cell parameters during exam stress: A randomized controlled trial

Background: Yoga is a science practiced in India over thousands of years. It produces constituent physiological changes and has sound scientific basis. Aim: Since exam stress modifies lipid profile and hematological parameters, we conducted an investigation on the effect of sudarshan kriya (SK and P) program on these parameters. Materials and Methods: Blood samples of 43 engineering students were collected at four intervals namely baseline (BL), exam stress (ES), three and six weeks practice of SK and P during exam stress. Lipid profile and hematological parameters were measured at all four intervals. Results: ES elevated total cholesterol (TC), triglycerides (TGL) and very low density lipoprotein (VLDL) levels. Hematological parameters affected by ES included neutrophil, lymphocytes, platelet count, packed cell volume (PCV) and mean cell volume (MCV). Three and six weeks practice of SK and P reduced the elevated lipid profile, hematological parameters and improved lymphocyte levels. Conclusion: Our study indicates that SK and P practice has the potential to overcome ES by improving lipid profile and hematological parameters

Design, synthesis and metal sensing studies of ether-linked bis-triazole derivatives

Ether-linked-bis-triazole derivatives have been synthesized by (CuAAC) "Click" reaction and well characterized by NMR spectroscopy, mass spectrometry, and elemental analysis. Application of these materials in the field of sensors has also been demonstrated using various spectroscopic techniques. The interaction of the compound with Hg2+ was further confirmed by computational studies

An easy access to novel sugar-based spirooxindole-pyrrolidines or -pyrrolizidines through [3+2] cycloaddition of azomethine ylides

An efficient one-pot synthesis of a library of novel sugar-based spirooxindole-pyrrolidines or -pyrrolizidines has been accomplished by [3+2] cycloaddition. This method utilizes an azo­methine ylide derived from isatin and sarcosine or l-proline with an α,β-unsaturated β-C-glycosidic ketone as the dipolarophile. All these sugar-based heterocyclics were characterized by NMR (1H and 13C), HPLC, and elemental analysi

Agent Assist: Automating Enterprise IT Support Help Desks

In this paper, we present Agent Assist, a virtual assistant which helps IT support staff to resolve tickets faster. It is essentially a conversation system which provides procedural and often complex answers to queries. This system can ingest knowledge from various sources like application documentation, ticket management systems and knowledge transfer video recordings. It uses an ensemble of techniques like question classification, knowledge graph based disambiguation, information retrieval, etc., to provide quick and relevant solutions to problems from various technical domains and is currently being used in more than 650 projects within IBM