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Atri Mandal

Publications and source records attributed to Atri Mandal.

3 recordsLinked to original sources

Consistent Relexicalization of Clinical Documents using Graph-Based Approach

Relexicalization is a pivotal technique in clinical NLP, as it facilitates robust masking of sensitive information while synthesizing datasets that retain high-fidelity, real-world characteristics. However, preserving structural integrity, relational coherence, and temporal consistency during transformation remains a significant challenge. Existing approaches frequently rely on independent entity replacement, which results in clinical inconsistencies across longitudinal records. This reduces the value of such relexicalized datasets for downstream scientific analysis. To address these limitations, we introduce G-RELIC (Graph Based Contextual Relexicalization with Improved Consistency) which combines the power of LLMs with graphs. G-RELIC implements a graph-based mapping mechanism which optimizes for one-to-one correspondence between original and surrogate entities. It also introduces a deterministic temporal repositioning algorithm to preserve temporal consistency. Empirical evaluations on diverse, real-world clinical datasets validate that G-RELIC significantly outperforms state-of-the-art baselines. G-RELIC yields a 30.4 percentage point improvement in relational integrity (62.1% to 92.5%) and 45.9 percentage point improvement in temporal coherence (46% to 91.9%) without compromising on the recognized privacy benchmarks for clinical datasets. This maximizes the analytical utility of relexicalized datasets while minimizing re-identification risk.

cs.CL↗

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.

cs.IR↗

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.

cs.AI↗