Detecting key Soccer match events to create highlights using Computer Vision

The research and data science community has been fascinated with the development of automatic systems for the detection of key events in a video. Special attention in this field is given to sports video analytics which could help in identifying key events during a match and help in preparing a strategy for the games going forward. For this paper, we have chosen Football (soccer) as a sport where we would want to create highlights for a given match video, through a computer vision model that aims to identify important events in a Soccer match to create highlights of the match. We built the models based on Faster RCNN and YoloV5 architectures and noticed that for the amount of data we used for training Faster RCNN did better than YoloV5 in detecting the events in the match though it was much slower. Within Faster RCNN using ResNet50 as a base model gave a better class accuracy of 95.5% as compared to 92% with VGG16 as base model completely outperforming YoloV5 for our training dataset. We tested with an original video of size 23 minutes and our model could reduce it to 4:50 minutes of highlights capturing almost all important events in the match.

Improving IT Support by Enhancing Incident Management Process with Multi-modal Analysis

IT support services industry is going through a major transformation with AI becoming commonplace. There has been a lot of effort in the direction of automation at every human touchpoint in the IT support processes. Incident management is one such process which has been a beacon process for AI based automation. The vision is to automate the process from the time an incident/ticket arrives till it is resolved and closed. While text is the primary mode of communicating the incidents, there has been a growing trend of using alternate modalities like image to communicate the problem. A large fraction of IT support tickets today contain attached image data in the form of screenshots, log messages, invoices and so on. These attachments help in better explanation of the problem which aids in faster resolution. Anybody who aspires to provide AI based IT support, it is essential to build systems which can handle multi-modal content. In this paper we present how incident management in IT support domain can be made much more effective using multi-modal analysis. The information extracted from different modalities are correlated to enrich the information in the ticket and used for better ticket routing and resolution. We evaluate our system using about 25000 real tickets containing attachments from selected problem areas. Our results demonstrate significant improvements in both routing and resolution with the use of multi-modal ticket analysis compared to only text based analysis.

Cognitive system to achieve human-level accuracy in automated assignment of helpdesk email tickets

Ticket assignment/dispatch is a crucial part of service delivery business with lot of scope for automation and optimization. In this paper, we present an end-to-end automated helpdesk email ticket assignment system, which is also offered as a service. The objective of the system is to determine the nature of the problem mentioned in an incoming email ticket and then automatically dispatch it to an appropriate resolver group (or team) for resolution. The proposed system uses an ensemble classifier augmented with a configurable rule engine. While design of classifier that is accurate is one of the main challenges, we also need to address the need of designing a system that is robust and adaptive to changing business needs. We discuss some of the main design challenges associated with email ticket assignment automation and how we solve them. The design decisions for our system are driven by high accuracy, coverage, business continuity, scalability and optimal usage of computational resources. Our system has been deployed in production of three major service providers and currently assigning over 40,000 emails per month, on an average, with an accuracy close to 90% and covering at least 90% of email tickets. This translates to achieving human-level accuracy and results in a net saving of about 23000 man-hours of effort per annum.