Jianglei Han

Jianglei Han, Jing Li, Aixin Sun

Corporations today face increasing demands for the timely and effective delivery of customer service. This creates the need for a robust and accurate automated solution to what is formally known as the ticket routing problem. This task is to match each unresolved service incident, or "ticket", to the right group of service experts. Existing studies divide the task into two independent subproblems - initial group assignment and inter-group transfer. However, our study addresses both subproblems jointly using an end-to-end modeling approach. We first performed a preliminary analysis of half a million archived tickets to uncover relevant features. Then, we devised the UFTR, a Unified Framework for Ticket Routing using four types of features (derived from tickets, groups, and their interactions). In our experiments, we implemented two ranking models with the UFTR. Our models outperform baselines on three routing metrics. Furthermore, a post-hoc analysis reveals that this superior performance can largely be attributed to the features that capture the associations between ticket assignment and group assignment. In short, our results demonstrate that the UFTR is a superior solution to the ticket routing problem because it takes into account previously unexploited interrelationships between the group assignment and group transfer problems.

Jing Li, Aixin Sun, Jianglei Han et al.

Named entity recognition (NER) is the task to identify mentions of rigid designators from text belonging to predefined semantic types such as person, location, organization etc. NER always serves as the foundation for many natural language applications such as question answering, text summarization, and machine translation. Early NER systems got a huge success in achieving good performance with the cost of human engineering in designing domain-specific features and rules. In recent years, deep learning, empowered by continuous real-valued vector representations and semantic composition through nonlinear processing, has been employed in NER systems, yielding stat-of-the-art performance. In this paper, we provide a comprehensive review on existing deep learning techniques for NER. We first introduce NER resources, including tagged NER corpora and off-the-shelf NER tools. Then, we systematically categorize existing works based on a taxonomy along three axes: distributed representations for input, context encoder, and tag decoder. Next, we survey the most representative methods for recent applied techniques of deep learning in new NER problem settings and applications. Finally, we present readers with the challenges faced by NER systems and outline future directions in this area.