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The Artificially Intelligent Agent: The Role of AI and Chatbots in Customer Engagement

#artificialintelligence

Long before Skynet released the Terminator on our unsuspecting world, the idea of artificially intelligent robots taking over the world was a common recurrence in pop culture. Despite us being many years away from that grim probability, current artificial intelligence (AI) developments have many practical uses in today's world, especially when it comes to customer engagement.


This lie-detecting robot is the customs officer of the future

#artificialintelligence

Travelers in the US and Canada may soon be forced to undergo a lie detector test as a standard part of airport security. The Automated Virtual Agent for Truth Assessments in Real Time (AVATAR) is currently being tested by the Canadian Border Services Agency and the US Department of Homeland Security. The robot -- programmed to look for physiological changes that indicate lying through eye-detection software and other sensors -- could help border agents catch terrorists or drug traffickers, according to San Diego State University researchers. "AVATAR is a kiosk, much like an airport check-in or grocery store self-checkout kiosk," San Diego State University management information systems professor Aaron Elkins told SDSU's News Center. "However, this kiosk has a face on the screen that asks questions of travelers and can detect changes in physiology and behavior during the interview. The system can detect changes in the eyes, voice, gestures and posture to determine potential risk. It can even tell when you're curling your toes," he added.


A Disaster Response System based on Human-Agent Collectives

Journal of Artificial Intelligence Research

Major natural or man-made disasters such as Hurricane Katrina or the 9/11 terror attacks pose significant challenges for emergency responders. First, they have to develop an understanding of the unfolding event either using their own resources or through third-parties such as the local population and agencies. Second, based on the information gathered, they need to deploy their teams in a flexible manner, ensuring that each team performs tasks in The most effective way. Third, given the dynamic nature of a disaster space, and the uncertainties involved in performing rescue missions, information about the disaster space and the actors within it needs to be managed to ensure that responders are always acting on up-to-date and trusted information. Against this background, this paper proposes a novel disaster response system called HAC-ER. Thus HAC-ER interweaves humans and agents, both robotic and software, in social relationships that augment their individual and collective capabilities. To design HAC-ER, we involved end-users including both experts and volunteers in a several participatory design workshops, lab studies, and field trials of increasingly advanced prototypes of individual components of HAC-ER as well as the overall system. This process generated a number of new quantitative and qualitative results but also raised a number of new research questions. HAC-ER thus demonstrates how such Human-Agent Collectives (HACs) can address key challenges in disaster response. Specifically, we show how HAC-ER utilises crowdsourcing combined with machine learning to obtain most important situational awareness from large streams of reports posted by members of the public and trusted organisations. We then show how this information can inform human-agent teams in coordinating multi-UAV deployments, as well as task planning for responders on the ground. Finally, HAC-ER incorporates an infrastructure and the associated intelligence for tracking and utilising the provenance of information shared across the entire system to ensure its accountability. We individually validate each of these elements of HAC-ER and show how they perform against standard (non-HAC) baselines and also elaborate on the evaluation of the overall system.


Learning Multiagent Communication with Backpropagation

Neural Information Processing Systems

Many tasks in AI require the collaboration of multiple agents. Typically, the communication protocol between agents is manually specified and not altered during training. In this paper we explore a simple neural model, called CommNet, that uses continuous communication for fully cooperative tasks. The model consists of multiple agents and the communication between them is learned alongside their policy. We apply this model to a diverse set of tasks, demonstrating the ability of the agents to learn to communicate amongst themselves, yielding improved performance over non-communicative agents and baselines. In some cases, it is possible to interpret the language devised by the agents, revealing simple but effective strategies for solving the task at hand.


Long-term Causal Effects via Behavioral Game Theory

Neural Information Processing Systems

Planned experiments are the gold standard in reliably comparing the causal effect of switching from a baseline policy to a new policy. One critical shortcoming of classical experimental methods, however, is that they typically do not take into account the dynamic nature of response to policy changes. For instance, in an experiment where we seek to understand the effects of a new ad pricing policy on auction revenue, agents may adapt their bidding in response to the experimental pricing changes. Thus, causal effects of the new pricing policy after such adaptation period,the long-term causal effects, are not captured by the classical methodology eventhough they clearly are more indicative of the value of the new policy. Here, we formalize a framework to define and estimate long-term causal effects of policy changes in multiagent economies. Central to our approach is behavioral game theory, which we leverage to formulate the ignorability assumptions that are necessary for causal inference. Under such assumptions we estimate long-term causal effects through a latent space approach, where a behavioral model of how agents act conditional on their latent behaviors is combined with a temporal model of how behaviors evolve over time.


A primal-dual method for conic constrained distributed optimization problems

Neural Information Processing Systems

We consider cooperative multi-agent consensus optimization problems over an undirected network of agents, where only those agents connected by an edge can directly communicate. The objective is to minimize the sum of agent-specific composite convex functions over agent-specific private conic constraint sets; hence, the optimal consensus decision should lie in the intersection of these private sets. We provide convergence rates in sub-optimality, infeasibility and consensus violation; examine the effect of underlying network topology on the convergence rates of the proposed decentralized algorithms; and show how to extend these methods to handle time-varying communication networks.


An urn model for majority voting in classification ensembles

Neural Information Processing Systems

In this work we analyze the class prediction of parallel randomized ensembles by majority voting as an urn model. For a given test instance, the ensemble can be viewed as an urn of marbles of different colors. A marble represents an individual classifier. Its color represents the class label prediction of the corresponding classifier. The sequential querying of classifiers in the ensemble can be seen as draws without replacement from the urn. An analysis of this classical urn model based on the hypergeometric distribution makes it possible to estimate the confidence on the outcome of majority voting when only a fraction of the individual predictions is known. These estimates can be used to speed up the prediction by the ensemble. Specifically, the aggregation of votes can be halted when the confidence in the final prediction is sufficiently high. If one assumes a uniform prior for the distribution of possible votes the analysis is shown to be equivalent to a previous one based on Dirichlet distributions. The advantage of the current approach is that prior knowledge on the possible vote outcomes can be readily incorporated in a Bayesian framework. We show how incorporating this type of problem-specific knowledge into the statistical analysis of majority voting leads to faster classification by the ensemble and allows us to estimate the expected average speed-up beforehand.


Eliciting Categorical Data for Optimal Aggregation

Neural Information Processing Systems

Models for collecting and aggregating categorical data on crowdsourcing platforms typically fall into two broad categories: those assuming agents honest and consistent but with heterogeneous error rates, and those assuming agents strategic and seek to maximize their expected reward. The former often leads to tractable aggregation of elicited data, while the latter usually focuses on optimal elicitation and does not consider aggregation. In this paper, we develop a Bayesian model, wherein agents have differing quality of information, but also respond to incentives. Our model generalizes both categories and enables the joint exploration of optimal elicitation and aggregation. This model enables our exploration, both analytically and experimentally, of optimal aggregation of categorical data and optimal multiple-choice interface design.


Learning to Communicate with Deep Multi-Agent Reinforcement Learning

Neural Information Processing Systems

We consider the problem of multiple agents sensing and acting in environments with the goal of maximising their shared utility. In these environments, agents must learn communication protocols in order to share information that is needed to solve the tasks. By embracing deep neural networks, we are able to demonstrate end-to-end learning of protocols in complex environments inspired by communication riddles and multi-agent computer vision problems with partial observability. We propose two approaches for learning in these domains: Reinforced Inter-Agent Learning (RIAL) and Differentiable Inter-Agent Learning (DIAL). The former uses deep Q-learning, while the latter exploits the fact that, during learning, agents can backpropagate error derivatives through (noisy) communication channels. Hence, this approach uses centralised learning but decentralised execution. Our experiments introduce new environments for studying the learning of communication protocols and present a set of engineering innovations that are essential for success in these domains.


Generating Long-term Trajectories Using Deep Hierarchical Networks

Neural Information Processing Systems

We study the problem of modeling spatiotemporal trajectories over long time horizons using expert demonstrations. For instance, in sports, agents often choose action sequences with long-term goals in mind, such as achieving a certain strategic position. Conventional policy learning approaches, such as those based on Markov decision processes, generally fail at learning cohesive long-term behavior in such high-dimensional state spaces, and are only effective when fairly myopic decision-making yields the desired behavior. The key difficulty is that conventional models are ``single-scale'' and only learn a single state-action policy. We instead propose a hierarchical policy class that automatically reasons about both long-term and short-term goals, which we instantiate as a hierarchical neural network. We showcase our approach in a case study on learning to imitate demonstrated basketball trajectories, and show that it generates significantly more realistic trajectories compared to non-hierarchical baselines as judged by professional sports analysts.