Mining Procedures from Technical Support Documents
This work addresses the need for intelligent chatbots and robotic process automation in technical support by enabling deep understanding of procedures, though it is incremental as it builds on existing machine learning and linguistics techniques.
The paper tackles the problem of extracting structured troubleshooting procedures from technical support documents, developing models for tasks like procedure extraction and decision point identification, and releases a manually annotated dataset to facilitate further research.
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.