Angelo Montanari

Alessandro Cimatti, Luca Geatti, Nicola Gigante et al.

Linear Temporal Logic (LTL) is one of the most popular temporal logics, that comes into play in a variety of branches of computer science. Among the various reasons of its widespread use there are its strong foundational properties: LTL is equivalent to counter-free omega-automata, to star-free omega-regular expressions, and (by Kamp's theorem) to the First-Order Theory of Linear Orders (FO-TLO). Safety and co-safety languages, where a finite prefix suffices to establish whether a word does not belong or belongs to the language, respectively, play a crucial role in lowering the complexity of problems like model checking and reactive synthesis for LTL. SafetyLTL (resp., coSafetyLTL) is a fragment of LTL where only universal (resp., existential) temporal modalities are allowed, that recognises safety (resp., co-safety) languages only. The main contribution of this paper is the introduction of a fragment of FO-TLO, called SafetyFO, and of its dual coSafetyFO, which are expressively complete with respect to the LTL-definable safety and co-safety languages. We prove that they exactly characterize SafetyLTL and coSafetyLTL, respectively, a result that joins Kamp's theorem, and provides a clearer view of the characterization of (fragments of) LTL in terms of first-order languages. In addition, it gives a direct, compact, and self-contained proof that any safety language definable in LTL is definable in SafetyLTL as well. As a by-product, we obtain some interesting results on the expressive power of the weak tomorrow operator of SafetyLTL, interpreted over finite and infinite words. Moreover, we prove that, when interpreted over finite words, SafetyLTL (resp. coSafetyLTL) devoid of the tomorrow (resp., weak tomorrow) operator captures the safety (resp., co-safety) fragment of LTL over finite words.

Andrea Brunello, Enrico Marzano, Angelo Montanari et al.

The ever more accurate search for deep analysis in customer data is a really strong technological trend nowadays, quite appealing to both private and public companies. This is particularly true in the contact center domain, where speech analytics is an extremely powerful methodology for gaining insights from unstructured data, coming from customer and human agent conversations. In this work, we describe an experimentation with a speech analytics process for an Italian contact center, that deals with call recordings extracted from inbound or outbound flows. First, we illustrate in detail the development of an in-house speech-to-text solution, based on Kaldi framework, and evaluate its performance (and compare it to Google Cloud Speech API). Then, we evaluate and compare different approaches to the semantic tagging of call transcripts, ranging from classic regular expressions to machine learning models based on ngrams and logistic regression, and propose a combination of them, which is shown to provide a consistent benefit. Finally, a decision tree inducer, called J48S, is applied to the problem of tagging. Such an algorithm is natively capable of exploiting sequential data, such as texts, for classification purposes. The solution is compared with the other approaches and is shown to provide competitive classification performances, while generating highly interpretable models and reducing the complexity of the data preparation phase. The potential operational impact of the whole process is thoroughly examined.