In the quest to improve services, companies offer customers the opportunity to interact with agents through contact centers, where the communication is mainly text-based. This has become one of the favorite channels of communication with companies in recent years. However, contact centers face operational challenges, since the measurement of common proxies for customer experience, such as knowledge of whether customers have abandoned the queue and their willingness to wait for service (patience), are subject to information uncertainty. We focus this research on the impact of a main source of such uncertainty: silent abandonment by customers. These customers leave the system while waiting for a reply to their inquiry, but give no indication of doing so, such as closing the mobile app of the interaction. As a result, the system is unaware that they have left and waste agent time and capacity until this fact is realized. In this paper, we show that 30%-67% of the abandoning customers abandon the system silently, and that such customer behavior reduces system efficiency by 5%-15%. To do so, we develop methodologies to identify silent-abandonment customers in two types of contact centers: chat and messaging systems. We first use text analysis and an SVM model to estimate the actual abandonment level. We then use a parametric estimator and develop an expectation-maximization algorithm to estimate customer patience accurately, as customer patience is an important parameter for fitting queueing models to the data. We show how accounting for silent abandonment in a queueing model improves dramatically the estimation accuracy of key measures of performance. Finally, we suggest strategies to operationally cope with the phenomenon of silent abandonment.

With the rapid development of Internet of Things technologies, the next generation traffic monitoring infrastructures are connected via the web, to aid traffic data collection and intelligent traffic management. One of the most important tasks in traffic is anomaly detection, since abnormal drivers can reduce traffic efficiency and cause safety issues. This work focuses on detecting abnormal driving behaviors from trajectories produced by highway video surveillance systems. Most of the current abnormal driving behavior detection methods focus on a limited category of abnormal behaviors that deal with a single vehicle without considering vehicular interactions. In this work, we consider the problem of detecting a variety of socially abnormal driving behaviors, i.e., behaviors that do not conform to the behavior of other nearby drivers. This task is complicated by the variety of vehicular interactions and the spatial-temporal varying nature of highway traffic. To solve this problem, we propose an autoencoder with a Recurrent Graph Attention Network that can capture the highway driving behaviors contextualized on the surrounding cars, and detect anomalies that deviate from learned patterns. Our model is scalable to large freeways with thousands of cars. Experiments on data generated from traffic simulation software show that our model is the only one that can spot the exact vehicle conducting socially abnormal behaviors, among the state-of-the-art anomaly detection models. We further show the performance on real world HighD traffic dataset, where our model detects vehicles that violate the local driving norms.

Individuals involved in gang-related activity use mainstream social media including Facebook and Twitter to express taunts and threats as well as grief and memorializing. However, identifying the impact of gang-related activity in order to serve community member needs through social media sources has a unique set of challenges. This includes the difficulty of ethically identifying training data of individuals impacted by gang activity and the need to account for a non-standard language style commonly used in the tweets from these individuals. Our study provides evidence of methods where natural language processing tools can be helpful in efficiently identifying individuals who may be in need of community care resources such as counselors, conflict mediators, or academic/professional training programs. We demonstrate that our binary logistic classifier outperforms baseline standards in identifying individuals impacted by gang-related violence using a sample of gang-related tweets associated with Chicago. We ultimately found that the language of a tweet is highly relevant and that uses of ``big data'' methods or machine learning models need to better understand how language impacts the model's performance and how it discriminates among populations.

The utilization of consumer electronics, such as televisions, set-top boxes, home theaters, and air conditioners, has become increasingly prevalent in modern society as technology continues to evolve. As new devices enter our homes each year, the accumulation of multiple infrared remote controls to operate them not only results in a waste of energy and resources, but also creates a cumbersome and cluttered environment for the user. This paper presents a novel system, named SimplyMime, which aims to eliminate the need for multiple remote controls for consumer electronics and provide the user with intuitive control without the need for additional devices. SimplyMime leverages a dynamic hand gesture recognition architecture, incorporating Artificial Intelligence and Human-Computer Interaction, to create a sophisticated system that enables users to interact with a vast majority of consumer electronics with ease. Additionally, SimplyMime has a security aspect where it can verify and authenticate the user utilising the palmprint, which ensures that only authorized users can control the devices. The performance of the proposed method for detecting and recognizing gestures in a stream of motion was thoroughly tested and validated using multiple benchmark datasets, resulting in commendable accuracy levels. One of the distinct advantages of the proposed method is its minimal computational power requirements, making it highly adaptable and reliable in a wide range of circumstances. The paper proposes incorporating this technology into all consumer electronic devices that currently require a secondary remote for operation, thus promoting a more efficient and sustainable living environment.

Traffic congestion caused by non-recurring incidents such as vehicle crashes and debris is a key issue for Traffic Management Centers (TMCs). Clearing incidents in a timely manner is essential for improving safety and reducing delays and emissions for the traveling public. However, TMCs and other responders face a challenge in predicting the duration of incidents (until the roadway is clear), making decisions of what resources to deploy difficult. To address this problem, this research developed an analytical framework and end-to-end machine-learning solution for predicting incident duration based on information available as soon as an incident report is received. Quality predictions of incident duration can help TMCs and other responders take a proactive approach in deploying responder services such as tow trucks, maintenance crews or activating alternative routes. The predictions use a combination of classification and regression machine learning modules. The performance of the developed solution has been evaluated based on the Mean Absolute Error (MAE), or deviation from the actual incident duration as well as Area Under the Curve (AUC) and Mean Absolute Percentage Error (MAPE). The results showed that the framework significantly improved incident duration prediction compared to methods from previous research.

Algorithms and models are increasingly deployed to inform decisions about people, inevitably affecting their lives. As a consequence, those in charge of developing these models must carefully evaluate their impact on different groups of people and favour group fairness, that is, ensure that groups determined by sensitive demographic attributes, such as race or sex, are not treated unjustly. To achieve this goal, the availability (awareness) of these demographic attributes to those evaluating the impact of these models is fundamental. Unfortunately, collecting and storing these attributes is often in conflict with industry practices and legislation on data minimisation and privacy. For this reason, it can be hard to measure the group fairness of trained models, even from within the companies developing them. In this work, we tackle the problem of measuring group fairness under unawareness of sensitive attributes, by using techniques from quantification, a supervised learning task concerned with directly providing group-level prevalence estimates (rather than individual-level class labels). We show that quantification approaches are particularly suited to tackle the fairness-under-unawareness problem, as they are robust to inevitable distribution shifts while at the same time decoupling the (desirable) objective of measuring group fairness from the (undesirable) side effect of allowing the inference of sensitive attributes of individuals. More in detail, we show that fairness under unawareness can be cast as a quantification problem and solved with proven methods from the quantification literature. We show that these methods outperform previous approaches to measure demographic parity in five experimental protocols, corresponding to important challenges that complicate the estimation of classifier fairness under unawareness.

An essential requirement for scenario-based testing the identification of critical scenes and their associated scenarios. However, critical scenes, such as collisions, occur comparatively rarely. Accordingly, large amounts of data must be examined. A further issue is that recorded real-world traffic often consists of scenes with a high number of vehicles, and it can be challenging to determine which are the most critical vehicles regarding the safety of an ego vehicle. Therefore, we present the inverse universal traffic quality, a criticality metric for urban traffic independent of predefined adversary vehicles and vehicle constellations such as intersection trajectories or car-following scenarios. Our metric is universally applicable for different urban traffic situations, e.g., intersections or roundabouts, and can be adjusted to certain situations if needed. Additionally, in this paper, we evaluate the proposed metric and compares its result to other well-known criticality metrics of this field, such as time-to-collision or post-encroachment time.

Recent advances in generative models such as GPT may be used to fabricate indistinguishable fake customer reviews at a much lower cost, thus posing challenges for social media platforms to detect these machine-generated fake reviews. We propose to leverage the high-quality elite restaurant reviews verified by Yelp to generate fake reviews from the OpenAI GPT review creator and ultimately fine-tune a GPT output detector to predict fake reviews that significantly outperform existing solutions. We further apply the model to predict non-elite reviews and identify the patterns across several dimensions, such as review, user and restaurant characteristics, and writing style. We show that social media platforms are continuously challenged by machine-generated fake reviews, although they may implement detection systems to filter out suspicious reviews.

Improving the fairness of machine learning models is a nuanced task that requires decision makers to reason about multiple, conflicting criteria. The majority of fair machine learning methods transform the error-fairness trade-off into a single objective problem with a parameter controlling the relative importance of error versus fairness. We propose instead to directly optimize the error-fairness tradeoff by using multi-objective optimization. We present a flexible framework for defining the fair machine learning task as a weighted classification problem with multiple cost functions. This framework is agnostic to the underlying prediction model as well as the metrics. We use multiobjective optimization to define the sample weights used in model training for a given machine learner, and adapt the weights to optimize multiple metrics of fairness and accuracy across a set of tasks. To reduce the number of optimized parameters, and to constrain their complexity with respect to population subgroups, we propose a novel meta-model approach that learns to map protected attributes to sample weights, rather than optimizing those weights directly. On a set of real-world problems, this approach outperforms current state-of-the-art methods by finding solution sets with preferable error/fairness trade-offs.

The commercial use of Machine Learning (ML) is spreading; at the same time, ML models are becoming more complex and more expensive to train, which makes Intellectual Property Protection (IPP) of trained models a pressing issue. Unlike other domains that can build on a solid understanding of the threats, attacks and defenses available to protect their IP, the ML-related research in this regard is still very fragmented. This is also due to a missing unified view as well as a common taxonomy of these aspects. In this paper, we systematize our findings on IPP in ML, while focusing on threats and attacks identified and defenses proposed at the time of writing. We develop a comprehensive threat model for IP in ML, categorizing attacks and defenses within a unified and consolidated taxonomy, thus bridging research from both the ML and security communities.