Gargi Dasgupta

Abhirut Gupta, Abhay Khosla, Gautam Singh et al.

Guided troubleshooting is an inherent task in the domain of technical support services. When a customer experiences an issue with the functioning of a technical service or a product, an expert user helps guide the customer through a set of steps comprising a troubleshooting procedure. The objective is to identify the source of the problem through a set of diagnostic steps and observations, and arrive at a resolution. Procedures containing these set of diagnostic steps and observations in response to different problems are common artifacts in the body of technical support documentation. The ability to use machine learning and linguistics to understand and leverage these procedures for applications like intelligent chatbots or robotic process automation, is crucial. Existing research on question answering or intelligent chatbots does not look within procedures or deep-understand them. In this paper, we outline a system for mining procedures from technical support documents. We create models for solving important subproblems like extraction of procedures, identifying decision points within procedures, identifying blocks of instructions corresponding to these decision points and mapping instructions within a decision block. We also release a dataset containing our manual annotations on publicly available support documents, to promote further research on the problem.

Gautam Singh, Gargi Dasgupta, Yu Deng

In scenarios involving text classification where the number of classes is large (in multiples of 10000s) and training samples for each class are few and often verbose, nearest neighbor methods are effective but very slow in computing a similarity score with training samples of every class. On the other hand, machine learning models are fast at runtime but training them adequately is not feasible using few available training samples per class. In this paper, we propose a hybrid approach that cascades 1) a fast but less-accurate recurrent neural network (RNN) model and 2) a slow but more-accurate nearest-neighbor model using bag of syntactic features. Using the cascaded approach, our experiments, performed on data set from IT support services where customer complaint text needs to be classified to return top-$N$ possible error codes, show that the query-time of the slow system is reduced to $1/6^{th}$ while its accuracy is being improved. Our approach outperforms an LSH-based baseline for query-time reduction. We also derive a lower bound on the accuracy of the cascaded model in terms of the accuracies of the individual models. In any two-stage approach, choosing the right number of candidates to pass on to the second stage is crucial. We prove a result that aids in choosing this cutoff number for the cascaded system.