ALE shares how innovative approaches to Artificial Intelligence (AI) and Machine Learning (ML) can streamline and transform your customer experience.
Recently, Asma Trabelsi, a member of the Alcatel-Lucent Enterprise Cloud team, shared her PhD expertise in Computer Science and Machine Learning at the 25th International Conference on Knowledge Based and Intelligent Information and Engineering Systems (KES2021), which took place September 8th to 10th, 2021 in Szczecin, Poland.
At the conference Asma presented a paper entitled, "Question Answering Chatbot for Troubleshooting Queries based on Transfer Learning". The paper explores technologies that enable platforms to provide the right response to a query by executing a search in a large documentation database. The goal of the work undertaken was to define a solution, embedded in a chatbot that would provide the correct response to requests made by ALE partners when troubleshooting ALE PBX systems. The study led by Asma, in collaboration with a number of ALE divisions, and with the help of intern, Zeeshan Haque Syed, explores an alternative solution to pre-trained chatbots that avoids having to re-train a model to integrate new question-answer pairs.
The team worked on the documentation database as a whole, without having to train the model to recognize intentions. They highlighted how pre-processing documentation has a deep impact on the overall system performance, and they found that the best results were obtained through a trade-off between accuracy and responsiveness. The work, a multidisciplinary topic at the intersection of data mining and machine learning, is opening up new opportunities in the communications and collaboration market, especially in industry use cases.
This research contribution highlights how using innovative and intelligent Artificial Intelligence (AI) approaches can streamline and transform the customer experience when integrated with the ALE solution portfolio. ALE continues to build upon this work to improve the performance of various BOTs deployed within internal tools.
Learn more about how ALE’s team of research experts is leading the way to deliver leading edge solutions to improve customer experiences.