Daily Papers

As financial services (FS) companies have experienced drastic technology driven changes, the availability of new data streams provides the opportunity for more comprehensive customer understanding. We propose Dynamic Customer Embeddings (DCE), a framework that leverages customers' digital activity and a wide range of financial context to learn dense representations of customers in the FS industry. Our method examines customer actions and pageviews within a mobile or web digital session, the sequencing of the sessions themselves, and snapshots of common financial features across our organization at the time of login. We test our customer embeddings using real world data in three prediction problems: 1) the intent of a customer in their next digital session, 2) the probability of a customer calling the call centers after a session, and 3) the probability of a digital session to be fraudulent. DCE showed performance lift in all three downstream problems.

Grounding natural language instructions on the web to perform previously unseen tasks enables accessibility and automation. We introduce a task and dataset to train AI agents from open-domain, step-by-step instructions originally written for people. We build RUSS (Rapid Universal Support Service) to tackle this problem. RUSS consists of two models: First, a BERT-LSTM with pointers parses instructions to ThingTalk, a domain-specific language we design for grounding natural language on the web. Then, a grounding model retrieves the unique IDs of any webpage elements requested in ThingTalk. RUSS may interact with the user through a dialogue (e.g. ask for an address) or execute a web operation (e.g. click a button) inside the web runtime. To augment training, we synthesize natural language instructions mapped to ThingTalk. Our dataset consists of 80 different customer service problems from help websites, with a total of 741 step-by-step instructions and their corresponding actions. RUSS achieves 76.7% end-to-end accuracy predicting agent actions from single instructions. It outperforms state-of-the-art models that directly map instructions to actions without ThingTalk. Our user study shows that RUSS is preferred by actual users over web navigation.

Understanding the content of videos is one of the core techniques for developing various helpful applications in the real world, such as recognizing various human actions for surveillance systems or customer behavior analysis in an autonomous shop. However, understanding the content or story of the video still remains a challenging problem due to its sheer amount of data and temporal structure. In this paper, we propose a multi-channel neural network structure that adopts a two-stream network structure, which has been shown high performance in human action recognition field, and use it as a spatiotemporal video feature extractor for solving video question and answering task. We also adopt a squeeze-and-excitation structure to two-stream network structure for achieving a channel-wise attended spatiotemporal feature. For jointly modeling the spatiotemporal features from video and the textual features from the question, we design a context matching module with a level adjusting layer to remove the gap of information between visual and textual features by applying attention mechanism on joint modeling. Finally, we adopt a scoring mechanism and smoothed ranking loss objective function for selecting the correct answer from answer candidates. We evaluate our model with TVQA dataset, and our approach shows the improved result in textual only setting, but the result with visual feature shows the limitation and possibility of our approach.