Customer service is defined as the ability of a company to afford the service requestor with the expressed need. Due to the increasing importance of service offerings as a revenue source and increasing competition among service providers, it is important for companies to optimize both the customer experience as well as the associated cost of providing the service. For more complex interactions with higher value, mixed-initiative systems provide an avenue that gives a good balance between the two goals. This article describes a mixed-initiative system that was created to improve customer support for problems customers encountered with their appliances. The tool helped call takers solve customers' problems by suggesting questions aiding the diagnosis of these problems. The mixed-initiative system improved the correctness of the diagnostic process, the speed of the process, and user satisfaction. The tool has been in use since 1999 and has provided more than $50 million in financial benefits by increasing the percentage of questions that could be answered without sending a field service technician to the customers' homes. Another mixed-initiative tool, for answering e-mail from customers, was created in 2000.

By early July, each paper had been assigned to one supervisor SPC member and one PC member. The algorithm recorded the justifications for each assignment in terms of the specific bid and keyword match. When completed, the reviews were and Its Benefits to Society." The tutorial program was Hyderabad, India, January 6-12, 2007. At the chaired by Cynthia Braezeal. More The theme of the conference was "AI Figure 2 shows the distribution of their course work.

The MAPGEN system represents a successful mission infusion of mixed-initiative planning technology. MAPGEN was deployed as a mission-critical component of the ground operations system for the Mars Exploration Rover mission. Each day, the ground-planning personnel employ MAPGEN to collaboratively plan the activities of the "Spirit and "Opportunity rovers, with the objective of achieving as much science as possible while ensuring rover safety and keeping within the limitations of the rovers' resources. The Mars Exploration Rover mission has now been operating for more than two years, and MAPGEN continues to be employed for activity plan generation for the Spirit and Opportunity rovers. During the multiyear deployment effort and subsequent mission operations experience, we have learned valuable lessons regarding application of mixed-initiative planning technology to mission operations. These lessons have spawned new research in mixed-initiative planning and have influenced the design of a new ground operations system, called M-SLICE, that is baselined for the Mars Science Laboratory mission. In this article, we discuss the mixed-initiative aspects of the MAPGEN system, focusing on the task, control, and awareness issues.

The Dialogue on Dialogues workshop was organized as a satellite event at the Interspeech 2006 conference in Pittsburgh, Pennsylvania, and it was held on September 17, 2006, immediately before the main conference. It was planned and coordinated by Michael McTear (University of Ulster, UK), Kristiina Jokinen (University of Helsinki, Finland), and James A. Larson (Portland State University, USA). The one-day workshop involved more than 40 participants from Europe, the United States, Australia, and Japan.

DiamondHelp is a generic collaborative task guidance system motivated by the current usability crisis in high-tech home products. It combines an application-independent conversational interface (adapted from online chat programs) with an application-specific direct-manipulation interface. DiamondHelp is implemented in Java and uses Collagen for representing and using task models.

This paper introduces and analyzes a battery of inference models for the problem of semantic role labeling: one based on constraint satisfaction, and several strategies that model the inference as a meta-learning problem using discriminative classifiers. These classifiers are developed with a rich set of novel features that encode proposition and sentence-level information. To our knowledge, this is the first work that: (a) performs a thorough analysis of learning-based inference models for semantic role labeling, and (b) compares several inference strategies in this context. We evaluate the proposed inference strategies in the framework of the CoNLL-2005 shared task using only automatically-generated syntactic information. The extensive experimental evaluation and analysis indicates that all the proposed inference strategies are successful -they all outperform the current best results reported in the CoNLL-2005 evaluation exercise- but each of the proposed approaches has its advantages and disadvantages. Several important traits of a state-of-the-art SRL combination strategy emerge from this analysis: (i) individual models should be combined at the granularity of candidate arguments rather than at the granularity of complete solutions; (ii) the best combination strategy uses an inference model based in learning; and (iii) the learning-based inference benefits from max-margin classifiers and global feedback.

This paper describes a system capable of semi-automatically filling an XML template from free texts in the clinical domain (practice guidelines). The XML template includes semantic information not explicitly encoded in the text (pairs of conditions and actions/recommendations). Therefore, there is a need to compute the exact scope of conditions over text sequences expressing the required actions. We present a system developed for this task. We show that it yields good performance when applied to the analysis of French practice guidelines.

In the process of training Support Vector Machines (SVMs) by decomposition methods, working set selection is an important technique, and some exciting schemes were employed into this field. To improve working set selection, we propose a new model for working set selection in sequential minimal optimization (SMO) decomposition methods. In this model, it selects B as working set without reselection. Some properties are given by simple proof, and experiments demonstrate that the proposed method is in general faster than existing methods.

In anaphora resolution for English, animacy identification can play an integral role in the application of agreement restrictions between pronouns and candidates, and as a result, can improve the accuracy of anaphora resolution systems. In this paper, two methods for animacy identification are proposed and evaluated using intrinsic and extrinsic measures. The first method is a rule-based one which uses information about the unique beginners in WordNet to classify NPs on the basis of their animacy. The second method relies on a machine learning algorithm which exploits a WordNet enriched with animacy information for each sense. The effect of word sense disambiguation on the two methods is also assessed. The intrinsic evaluation reveals that the machine learning method reaches human levels of performance. The extrinsic evaluation demonstrates that animacy identification can be beneficial in anaphora resolution, especially in the cases where animate entities are identified with high precision.

The SEMATECH sponsored J-88-E project teaming Texas Instruments with NeuroDyne (et al.) focused on Fault Detection and Classification (FDC) on a Lam 9600 aluminum plasma etch reactor, used in the process of semiconductor fabrication. Fault classification was accomplished by implementing a series of virtual sensor models which used data from real sensors (Lam Station sensors, Optical Emission Spectroscopy, and RF Monitoring) to predict recipe setpoints and wafer state characteristics. Fault detection and classification were performed by comparing predicted recipe and wafer state values with expected values. Models utilized include linear PLS, Polynomial PLS, and Neural Network PLS. Prediction of recipe setpoints based upon sensor data provides a capability for cross-checking that the machine is maintaining the desired setpoints. Wafer state characteristics such as Line Width Reduction and Remaining Oxide were estimated on-line using these same process sensors (Lam, OES, RFM). Wafer-to-wafer measurement of these characteristics in a production setting (where typically this information may be only sparsely available, if at all, after batch processing runs with numerous wafers have been completed) would provide important information to the operator that the process is or is not producing wafers within acceptable bounds of product quality. Production yield is increased, and correspondingly per unit cost is reduced, by providing the operator with the opportunity to adjust the process or machine before etching more wafers.