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Register a new userAgentBuddy: A Contextual Bandit based Decision Support System for Customer Support Agents
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Added by
Hrishikesh Ganu
Publication date
2019
fields
Informatics Engineering
and research's language is
English
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In this short paper, we present early insights from a Decision Support System for Customer Support Agents (CSAs) serving customers of a leading accounting software. The system is under development and is designed to provide suggestions to CSAs to make them more productive. A unique aspect of the solution is the use of bandit algorithms to create a tractable human-in-the-loop system that can learn from CSAs in an online fashion. In addition to discussing the ML aspects, we also bring out important insights we gleaned from early feedback from CSAs. These insights motivate our future work and also might be of wider interest to ML practitioners.
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In this work, we describe practical lessons we have learned from successfully using contextual bandits (CBs) to improve key business metrics of the Microsoft Virtual Agent for customer support. While our current use cases focus on single step einforcement learning (RL) and mostly in the domain of natural language processing and information retrieval we believe many of our findings are generally applicable. Through this article, we highlight certain issues that RL practitioners may encounter in similar types of applications as well as offer practical solutions to these challenges.
Rehabilitation assessment is critical to determine an adequate intervention for a patient. However, the current practices of assessment mainly rely on therapists experience, and assessment is infrequently executed due to the limited availability of a therapist. In this paper, we identified the needs of therapists to assess patients functional abilities (e.g. alternative perspective on assessment with quantitative information on patients exercise motions). As a result, we developed an intelligent decision support system that can identify salient features of assessment using reinforcement learning to assess the quality of motion and summarize patient specific analysis. We evaluated this system with seven therapists using the dataset from 15 patient performing three exercises. The evaluation demonstrates that our system is preferred over a traditional system without analysis while presenting more useful information and significantly increasing the agreement over therapists evaluation from 0.6600 to 0.7108 F1-scores ($p <0.05$). We discuss the importance of presenting contextually relevant and salient information and adaptation to develop a human and machine collaborative decision making system.
Owe to the recent advancements in Artificial Intelligence especially deep learning, many data-driven decision support systems have been implemented to facilitate medical doctors in delivering personalized care. We focus on the deep reinforcement learning (DRL) models in this paper. DRL models have demonstrated human-level or even superior performance in the tasks of computer vision and game playings, such as Go and Atari game. However, the adoption of deep reinforcement learning techniques in clinical decision optimization is still rare. We present the first survey that summarizes reinforcement learning algorithms with Deep Neural Networks (DNN) on clinical decision support. We also discuss some case studies, where different DRL algorithms were applied to address various clinical challenges. We further compare and contrast the advantages and limitations of various DRL algorithms and present a preliminary guide on how to choose the appropriate DRL algorithm for particular clinical applications.
The pervasive application of algorithmic decision-making is raising concerns on the risk of unintended bias in AI systems deployed in critical settings such as healthcare. The detection and mitigation of biased models is a very delicate task which should be tackled with care and involving domain experts in the loop. In this paper we introduce FairLens, a methodology for discovering and explaining biases. We show how our tool can be used to audit a fictional commercial black-box model acting as a clinical decision support system. In this scenario, the healthcare facility experts can use FairLens on their own historical data to discover the models biases before incorporating it into the clinical decision flow. FairLens first stratifies the available patient data according to attributes such as age, ethnicity, gender and insurance; it then assesses the model performance on such subgroups of patients identifying those in need of expert evaluation. Finally, building on recent state-of-the-art XAI (eXplainable Artificial Intelligence) techniques, FairLens explains which elements in patients clinical history drive the model error in the selected subgroup. Therefore, FairLens allows experts to investigate whether to trust the model and to spotlight group-specific biases that might constitute potential fairness issues.
With the introduction of the Electric Health Records, large amounts of digital data become available for analysis and decision support. When physicians are prescribing treatments to a patient, they need to consider a large range of data variety and volume, making decisions increasingly complex. Machine learning based Clinical Decision Support systems can be a solution to the data challenges. In this work we focus on a class of decision support in which the physicians decision is directly predicted. Concretely, the model would assign higher probabilities to decisions that it presumes the physician are more likely to make. Thus the CDS system can provide physicians with rational recommendations. We also address the problem of correlation in target features: Often a physician is required to make multiple (sub-)decisions in a block, and that these decisions are mutually dependent. We propose a solution to the target correlation problem using a tensor factorization model. In order to handle the patients historical information as sequential data, we apply the so-called Encoder-Decoder-Framework which is based on Recurrent Neural Networks (RNN) as encoders and a tensor factorization model as a decoder, a combination which is novel in machine learning. With experiments with real-world datasets we show that the proposed model does achieve better prediction performances.
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