Technical support question-answering (QA) systems assist users in diagnosing and resolving technical issues, but ensuring their reliability remains a challenge. Existing QA systems may generate inaccurate responses due to LLM hallucinations and retrieval errors, which can lead to misleading guidance. A reliable evaluation framework is essential for systematically improving technical support QA systems, ensuring they generate accurate guidance. However, existing evaluation methods for QA systems struggle to precisely match key terms, and verify step order and completeness.To address these challenges, we propose TechSupportEval, an automated evaluation framework for technical support QA. Our framework introduces two novel techniques: (1) ClozeFact, which formulates fact verification as a cloze test and uses an LLM to fill in missing key terms to ensure precise key term matching, and (2) StepRestore, which shuffles ground truth steps and uses an LLM to reconstruct the actionable instructions in the correct order, verifying step order and completeness.To support comprehensive evaluation, we propose a benchmark dataset built upon the publicly available TechQA dataset, containing responses generated by different levels of QA systems. TechSupportEval achieves an AUC of 0.91, outperforming the state-of-the-art method by 7.6%. The code and dataset are available at https://github.com/NetManAIOps/TechSupportEval.

Understanding time series is crucial for its application in real-world scenarios. Recently, large language models (LLMs) have been increasingly applied to time series tasks, leveraging their strong language capabilities to enhance various applications. However, research on multimodal LLMs (MLLMs) for time series understanding and reasoning remains limited, primarily due to the scarcity of high-quality datasets that align time series with textual information. This paper introduces ChatTS, a novel MLLM designed for time series analysis. ChatTS treats time series as a modality, similar to how vision MLLMs process images, enabling it to perform both understanding and reasoning with time series. To address the scarcity of training data, we propose an attribute-based method for generating synthetic time series and Time Series Evol-Instruct to generates diverse Q&As for enhanced reasoning capabilities. To the best of our knowledge, ChatTS is the first MLLM that takes multivariate time series as input for understanding and reasoning, which is fine-tuned exclusively on synthetic datasets. We evaluate its performance using benchmark datasets with real-world data, including six alignment tasks and four reasoning tasks. Our results show that ChatTS significantly outperforms existing vision-based MLLMs (e.g., GPT-4o) and text/agent-based LLMs, achieving a 46.0% improvement in alignment tasks and a 25.8% improvement in reasoning tasks. We have open-sourced the source code, model checkpoint and datasets at https://github.com/NetManAIOps/ChatTS.

Many failure root cause analysis (RCA) algorithms for microservices have been proposed with the widespread adoption of microservices systems. Existing algorithms generally focus on RCA with ranking single-level (e.g. metric-level or service-level) root cause candidates (RCCs) with comprehensive monitoring metrics. However, many heterogeneous RCCs exist with limited observability in real-world microservices systems. Further, we find that the limited observability may result in inaccurate RCA through real-world failures in eBay. In this paper, for the first time, we propose to "model RCCs as latent variables". The core idea is to infer the status of RCCs as latent variables with related monitoring metrics instead of directly extracting features from only the observable metrics. Based on this, we propose LatentScope, an unsupervised RCA framework with heterogeneous RCCs under limited observability. A dual-space graph is proposed to model both observable and unobservable variables, with many-to-many relationships between spaces. To achieve fast inference of latent variables and RCA, we propose the LatentRegressor algorithm, which includes Regression-based Latent-space Intervention Recognition (RLIR) to achieve intervention recognition-based RCA in latent space. LatentScope has been deployed in eBay's production environment and evaluated on both eBay's real-world failures and a testbed dataset. The evaluation results show that, compared with baseline algorithms, our model significantly improves the Top-1 recall by 9.7%-57.9%. The source code of LatentScope and the dataset are available at https://github.com/NetManAIOps/LatentScope.

Face recognition is a prevailing authentication solution in numerous biometric applications. Physical adversarial attacks, as an important surrogate, can identify the weak-nesses of face recognition systems and evaluate their ro-bustness before deployed. However, most existing physical attacks are either detectable readily or ineffective against commercial recognition systems. The goal of this work is to develop a more reliable technique that can carry out an end-to-end evaluation of adversarial robustness for commercial systems. It requires that this technique can simultaneously deceive black-box recognition models and evade defensive mechanisms. To fulfill this, we design adversarial textured 3D meshes (AT3D) with an elaborate topology on a human face, which can be 3D-printed and pasted on the attacker's face to evade the defenses. However, the mesh-based op-timization regime calculates gradients in high-dimensional mesh space, and can be trapped into local optima with un-satisfactory transferability. To deviate from the mesh-based space, we propose to perturb the low-dimensional coefficient space based on 3D Morphable Model, which signifi-cantly improves black-box transferability meanwhile enjoying faster search efficiency and better visual quality. Exten-sive experiments in digital and physical scenarios show that our method effectively explores the security vulnerabilities of multiple popular commercial services, including three recognition A PIs, four anti-spoofing A PIs, two prevailing mobile phones and two automated access control systems.