How can I help you? Design principles for task-oriented speech dialog systems in customer service

Organizations are increasingly delegating customer inquiries to speech dialog systems (SDSs) to save personnel resources. However, customers often report frustration when interacting with SDSs due to poorly designed solutions. Despite these issues, design knowledge for SDSs in customer service remains elusive. To address this research gap, we employ the design science approach and devise a design theory for SDSs in customer service. The design theory, including 14 requirements and five design principles, draws on the principles of dialog theory and undergoes validation in three iterations using five hypotheses. A summative evaluation comprising a two-phase experiment with 205 participants yields positive results regarding the user experience of the artifact. This study contributes to design knowledge for SDSs in customer service and supports practitioners striving to implement similar systems in their organizations.

     

Surround video: a multihead camera approach

We describe algorithms for creating, storing and viewing high-resolution immersive surround videos. Given a set of unit cameras designed to be almost aligned at a common nodal point, we first present a versatile process for stitching seamlessly synchronized streams of videos into a single surround video corresponding to the video of the multihead camera. We devise a general registration process onto raymaps based on minimizing a tailored objective function. We review and introduce new raymaps with good sampling properties. We then give implementation details on the surround video viewer and present experimental results on both real-world acquired and computer-graphics rendered full surround videos. We conclude by mentioning potential applications and discuss ongoing related activities. Video supplements: http://www.csl.sony.co.jp/person/nielsen     

Schallanalyse Neuronale Repräsentation des Hörvorgangs als Basis

Zusammenfassung Anlehnend an die überlegenheit des Menschen bei der Differenzierung von Schallsignalen, verglichen mit dem aktuellen Stand der Technik, widmet sich dieser Artikel dem Aufzeigen der Mechanismen und Vorg?nge, die sich bei der Verarbeitung von mechanischem Schall in Nervenimpulse innerhalb des Ohrs vollziehen, als Basis für eine m?gliche technische Nachbildung, z.B. zur Erkennung von Tonh?hen in Musik.     

An Exploratory Study of How Developers Seek, Relate, and Collect Relevant Information during Software Maintenance Tasks

Much of software developers' time is spent understanding unfamiliar code. To better understand how developers gain this understanding and how software development environments might be involved, a study was performed in which developers were given an unfamiliar program and asked to work on two debugging tasks and three enhancement tasks for 70 minutes. The study found that developers interleaved three activities. They began by searching for relevant code both manually and using search tools; however, they based their searches on limited and misrepresentative cues in the code, environment, and executing program, often leading to failed searches. When developers found relevant code, they followed its incoming and outgoing dependencies, often returning to it and navigating its other dependencies; while doing so, however, Eclipse's navigational tools caused significant overhead. Developers collected code and other information that they believed would be necessary to edit, duplicate, or otherwise refer to later by encoding it in the interactive state of Eclipse's package explorer, file tabs, and scroll bars. However, developers lost track of relevant code as these interfaces were used for other tasks, and developers were forced to find it again. These issues caused developers to spend, on average, 35 percent of their time performing the mechanics of navigation within and between source files. These observations suggest a new model of program understanding grounded in theories of information foraging and suggest ideas for tools that help developers seek, relate, and collect information in a more effective and explicit manner     

A novel feature-based approach to characterize algorithm performance for the traveling salesperson problem

Meta-heuristics are frequently used to tackle NP-hard combinatorial optimization problems. With this paper we contribute to the understanding of the success of 2-opt based local search algorithms for solving the traveling salesperson problem (TSP). Although 2-opt is widely used in practice, it is hard to understand its success from a theoretical perspective. We take a statistical approach and examine the features of TSP instances that make the problem either hard or easy to solve. As a measure of problem difficulty for 2-opt we use the approximation ratio that it achieves on a given instance. Our investigations point out important features that make TSP instances hard or easy to be approximated by 2-opt.     

Microstructure and properties of a composite system for dental applications composed of glass-ceramics in the SiO2–Li2O–ZrO2–P2O5 system and ZrO2-ceramic (TZP)

The objective of the study was to develop a biocompatible composite system which was composed of TZP-ceramic (tetragonal zirconia polycrystals, ZrO₂ stabilized with 3 mol% Y₂O₃) and two glass-ceramics of the SiO₂–Li₂O–ZrO₂–P₂O₅ type. The metal-free composite system would satisfy the translucency, the biocompatibility and the strength requirements of dentistry. The two glass-ceramics of the SiO₂–Li₂O–ZrO₂–P₂O₅ type with a content of 15 and 20 wt% ZrO₂ respectively, were chemically and physically adapted to TZP-ceramic. The glass-ceramics were used as a dentin buildup material. The TZP-ceramic had the function of a root post. The shape of the post was cylindrical with a conical tip. The composite system was easy to process through viscous flow of the glass-ceramic at 900 and 1000°C, respectively. The microstructure and the mechanical properties of two glass-ceramics of the SiO₂–Li₂O–ZrO₂–P₂O₅ type were examined therefore.     

Automatic verification of Java programs with dynamic frames

Framing in the presence of data abstraction is a challenging and important problem in the verification of object-oriented programs Leavens et al. (Formal Aspects Comput (FACS) 19:159–189, 2007). The dynamic frames approach is a promising solution to this problem. However, the approach is formalized in the context of an idealized logical framework. In particular, it is not clear the solution is suitable for use within a program verifier for a Java-like language based on verification condition generation and automated, first-order theorem proving. In this paper, we demonstrate that the dynamic frames approach can be integrated into an automatic verifier based on verification condition generation and automated theorem proving. The approach has been proven sound and has been implemented in a verifier prototype. The prototype has been used to prove correctness of several programming patterns considered challenging in related work.     

Temporal kernel CCA and its application in multimodal neuronal data analysis

Data recorded from multiple sources sometimes exhibit non-instantaneous couplings. For simple data sets, cross-correlograms may reveal the coupling dynamics. But when dealing with high-dimensional multivariate data there is no such measure as the cross-correlogram. We propose a simple algorithm based on Kernel Canonical Correlation Analysis (kCCA) that computes a multivariate temporal filter which links one data modality to another one. The filters can be used to compute a multivariate extension of the cross-correlogram, the canonical correlogram, between data sources that have different dimensionalities and temporal resolutions. The canonical correlogram reflects the coupling dynamics between the two sources. The temporal filter reveals which features in the data give rise to these couplings and when they do so. We present results from simulations and neuroscientific experiments showing that tkCCA yields easily interpretable temporal filters and correlograms. In the experiments, we simultaneously performed electrode recordings and functional magnetic resonance imaging (fMRI) in primary visual cortex of the non-human primate. While electrode recordings reflect brain activity directly, fMRI provides only an indirect view of neural activity via the Blood Oxygen Level Dependent (BOLD) response. Thus it is crucial for our understanding and the interpretation of fMRI signals in general to relate them to direct measures of neural activity acquired with electrodes. The results computed by tkCCA confirm recent models of the hemodynamic response to neural activity and allow for a more detailed analysis of neurovascular coupling dynamics.     

Device reliability under electrical stress and photo response of oxide TFTs

Abstract— The stability of oxide TFTs has been the main focus of this research and is probably the most crucial requirement for the successful application to flat‐panel displays. Although the high Fermi level of oxide semiconductors makes TFTs basically stable under electrical stress, the device reliability under diverse variations of electrical stress is affected by materials such as active semiconductors and gate insulators, processes for the formation of back/front channels and passivation layers, and device configurations among other things. How these factors affect the device reliability have been investigated and a review of the stability is presented. In addition, several categories of the light instability of oxide TFTs is presented and the origin is discussed.     

Clogging in submerged entry nozzles

Casting high quality steel grades requires the use of a submerged entry nozzle (SEN) to prevent oxygen and nitrogen pick‐up and to achieve favourable steel flow conditions in the mould. Clogging of the SEN leads to instability of the casting operation as well as to a decrease in slab quality. To understand the interactions between liquid steel and the SEN, 156 nozzles from the Sidmar steel plant were investigated with respect to the amount of clogging. A linear relation between the clogging volume and the clogging weight was observed. This indicates that the clogging material's density remains constant during the clogging process for the different steel grades. A distinct relationship was also found between the amount of clogging and the cast steel weight. No relation between the amount of clogging and the superheating of the steel nor the steel flow rate was noticed, however. It was also concluded that for AI killed steels the high Mn (> 3000 ppm) and high C (> 500 ppm) grades cause less clogging than AI killed steel grades with low Mn content (< 3000 ppm) and that Al/Si killed steel grades cause less clogging when compared to AI killed steel grades. When comparing these different steel grades with respect to their total oxygen concentration in the ladle, it appears that steel grades, which have a low total oxygen concentration, cause less clogging in the SEN. Based on these observations three combinations SEN/steel grade were selected for further analysis with electron microscopy.