Modern service providers often have to deal with large amounts of customer requests, which they need to act upon in a swift and effective manner to ensure adequate support is provided. In this context, machine learning algorithms are fundamental in streamlining support ticket processing workflows. However, a large part of current approaches is still based on traditional Natural Language Processing approaches without fully exploiting the latest advancements in this field. In this work, we aim to provide an overview of support Ticket Automation, what recent proposals are being made in this field, and how well some of these methods can generalize to new scenarios and datasets. We list the most recent proposals for these tasks and examine in detail the ones related to Ticket Classification, the most prevalent of them. We analyze commonly utilized datasets and experiment on two of them, both characterized by a two-level hierarchy of labels, which are descriptive of the ticket’s topic at different levels of granularity. The first is a collection of 20,000 customer complaints, and the second comprises 35,000 issues crawled from a bug reporting website. Using this data, we focus on topically classifying tickets using a pre-trained BERT language model. The experimental section of this work has two objectives. First, we demonstrate the impact of different document representation strategies on classification performance. Secondly, we showcase an effective way to boost classification by injecting information from the hierarchical structure of the labels into the classifier. Our findings show that the choice of the embedding strategy for ticket embeddings considerably impacts classification metrics on our datasets: the best method improves by more than 28% in F1-score over the standard strategy. We also showcase the effectiveness of hierarchical information injection, which further improves the results. In the bugs dataset, one of our multi-level models (ML-BERT) outperforms the best baseline by up to 5.7% in F1-score and 5.4% in accuracy.

Phase-shift is one of the most effective techniques in 3D structured-light scanning for its accuracy and noise resilience. However, the periodic nature of the signal causes a spatial ambiguity when the fringe periods are shorter than the projector resolution. To solve this, many techniques exploit multiple combined signals to unwrap the phases and thus recovering a unique consistent code. In this paper, we study the phase estimation and unwrapping problem in a stochastic context. Assuming the acquired fringe signal to be affected by additive white Gaussian noise, we start by modelling each estimated phase as a zero-mean Wrapped Normal distribution with variance σ ̄ 2 . Then, our contributions are twofolds. First, we show how to recover the best projector code given multiple phase observations by means of a ML estimation over the combined fringe distributions. Second, we exploit the Cramér-Rao bounds to relate the phase variance σ ̄ 2 to the variance of the observed signal, that can be easily estimated online during the fringe acquisition. An extensive set of experiments demonstrate that our approach outperforms other methods in terms of code recovery accuracy and ratio of faulty unwrappings.

Within modern Deep Learning setups, data augmentation is the weapon of choice when dealing with narrow datasets or with a poor range of different samples. However, the benefits of data augmentation are abysmal when applied to a dataset which is inherently unable to cover all the categories to be classified with a significant number of samples. To deal with such desperate scenarios, we propose a possible last resort: Cross-Dataset Data Augmentation. That is, the creation of new samples by morphing observations from a different source into credible specimens for the training dataset. Of course specific and strict conditions must be satisfied for this trick to work. In this paper we propose a general set of strategies and rules for Cross-Dataset Data Augmentation and we demonstrate its feasibility over a concrete case study. Even without defining any new formal approach, we think that the preliminary results of our paper are worth to produce a broader discussion on this topic.

Among several structured light approaches, phase shift is the most widely adopted in real-world 3D reconstruction devices. This is mainly due to its high accuracy, strong resilience to noise and straightforward implementation. However, Phase shift also exhibits an inherent weakness, that is the spatial ambiguity resulting from the periodicity of the sinusoidal wave adopted. Of course many phase unwrapping methods have been proposed to solve such ambiguity. One of the most promising methods exploits additional signals of mutually prime periods, in order to observe a distinct combination of phases for each spatial point. Unfortunately, for such combination to be properly recognized, a very high accuracy in phase recovery must be attained for each signal. In fact, even modest errors could lead to unwrapping faults, making the overall approach much less resilient to noise than plain phase shift. With this paper we introduce a feasible and effective fault recovery method that can be directly applied to multi-period phase shift. The combined pipeline offers an optimal accuracy and coverage even with high noise conditions, overcoming the setbacks of the original method. The performance of such pipeline is established by means of an in depth set of experimental evaluations and comparison, both with real and synthetically generated data.

Among structured light strategies, the ones based on phase shift are considered to be the most adaptive with respect to the features of the objects to be captured. Inter alia, the theoretical invariance to signal strength and the absence of discontinuities in intensity, make phase shift an ideal candidate to deal with complex surfaces of unknown geometry, color and texture. However, in practical scenarios, unexpected artifacts could still result due to the characteristics of real cameras. This is the case, for instance, with high contrast areas resulting from abrupt changes in the albedo of the captured objects. In fact, the not negligible size of pixels and the presence of blur can produce a mix of signal integration from adjacent areas with different albedo. This, in turn, would result in a bias in the phase recovery and, consequentially, in an inaccurate 3D reconstruction of the surface. While this problem affects most structure light methods based on phase shift or derived techniques, little effort has been put in addressing it. With this paper we propose a model for the phase corruption and a theoretically sound correction step to be adopted to compensate the bias. The practical effectiveness of our approach is well demonstrated by a complete set of experimental evaluations.

Functional representation is a well-established approach to represent dense correspondences between deformable shapes. The approach provides an efficient low rank representation of a continuous mapping between two shapes, however under that framework the correspondences are only intrinsically captured, which implies that the induced map is not guaranteed to map the whole surface, much less to form a continuous mapping. In this work, we define a novel approach to the computation of a continuous bijective map between two surfaces moving from the low rank spectral representation to a sparse spatial representation. Key to this is the observation that continuity and smoothness of the optimal map induces structure both on the spectral and the spatial domain, the former providing effective low rank approximations, while the latter exhibiting strong sparsity and locality that can be used in the solution of large-scale problems. We cast our approach in terms of the functional transfer through a fuzzy map between shapes satisfying infinitesimal mass transportation at each point. The result is that, not only the spatial map induces a sub-vertex correspondence between the surfaces, but also the transportation of the whole surface, and thus the bijectivity of the induced map is assured. The performance of the proposed method is assessed on several popular benchmarks.

At the core of many Computer Vision applications stands the need to define a mathematical model describing the imaging process. To this end, the pinhole model with radial distortion is probably the most commonly used, as it balances low complexity with a precision that is sufficient for most applications. On the other hand, unconstrained non-parametric models, despite being originally proposed to handle specialty cameras, have been shown to outperform the pinhole model, even with the simpler setups. Still, notwithstanding the higher accuracy, the inability of describing the imaging model by simple linear projective operators severely limits the use of standard algorithms with unconstrained models. In this paper we propose a parameter-free camera model where each imaging ray is constrained to a common optical center, forcing the camera to be central. Such model can be easily calibrated with a practical procedure which provides a convenient undistortion map that can be used to obtain a virtual pinhole camera. The proposed method can also be used to calibrate a stereo rig with a displacement map that simultaneously provides stereo rectification and corrects lens distortion.

We present a novel approach to the computation of dense correspondence maps between shapes in a non-rigid setting. The problem is defined in terms of functional correspondences. We deal with the non-injectivity of the solution of the functional map framework due to the under-determinedness of the original problem. Key to our approach is the injectivity constraint plugged directly into the problem to optimize, achieved casting it as an assignment problem. This leads to an iterative process which yields a high quality bijective map between the shapes. In the experimental section we present both quantitative and qualitative results, showing that the proposed approach is competitive with the current state-of-the-art on quasi-isometric shape matching benchmarks.

Non-rigid 3D shape retrieval is an active and important research topic in content based object retrieval. This problem is often cast in terms of the shapes intrinsic geometry due to its invariance to a wide range of non-rigid deformations. In this paper, we devise a novel generative model for shape retrieval based on the spectral representation of the Laplacian of a mesh. Contrary to common use, our approach avoids the ubiquitous correspondence problem by transforming the eigenvectors of the Laplacian to a density in the spectral-embedding space which is estimated nonparametrically. We show that this model can efficiently be learned from a set of 3D meshes. The experimental results on the SHREC'14 benchmark show the effectiveness of the approach compared to the state-of-the-art.

The analysis of deformable 3D shape is often cast in terms of the shape's intrinsic geometry due to its invariance to a wide range of non-rigid deformations. However, object's plasticity in non-rigid transformation often result in transformations that are not completely isometric in the surface's geometry and whose mode of deviation from isometry is an identifiable characteristic of the shape and its deformation modes. In this paper, we propose a novel generative model of the variations of the intrinsic metric of deformable shapes, based on the spectral decomposition of the Laplace-Beltrami operator. To this end, we assume two independent models for the eigenvectors and the eigenvalues of the graph-Laplacian of a 3D mesh which are learned in a supervised way from a set of shapes belonging to the same class. We show how this model can be efficiently learned given a set of 3D meshes, and evaluate the performance of the resulting generative model in shape classification and retrieval tasks. Comparison with state-of-the-art solutions for these problems confirm the validity of the approach.