Human-human Communication and Knowledge Management
description
Transcript of Human-human Communication and Knowledge Management
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
Human-human Communication and
Knowledge Management
Kazuo SumitaCorporate R&D Center
TOSHIBA Corp.
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
Agenda
• Toshiba’s NLP R&D activities• Toshiba’s knowledge management
system• Shortage of the current KM system• New approaches
– “GroupScribe” for group communication management
– “MKIDS” for multi-modal knowledge sharing
• Future work
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
TOSHIBA NLP R&D activities 1/3• Machine translation
– English-Japanese MT : Dictionary tuning using large corpora
– Chinese-Japanese MT : Hybrid framework using rule- and statistics-based approaches
– English-Chinese MT : Prototyping using the framework for EJMT
– Japanese-English speech translation : Prototyping
• MT productsThe Honyaku (PKG software), MT server (Japan Infoseek, lycos, excite, @nifty, Japan Patent Office’s IPDL, …), Engine License to other companies
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
TOSHIBA NLP R&D activities 2/3
• Information retrieval and knowledge mining– Natural language based information retrieval– Question answering– Cross language information retrieval– Text mining: document clustering,
categorization, information extraction
• Knowledge mining products– KnowledgeMeister : KM software which can work
with several other systems (IBM WebSphere portal, Oracle9iAS Portal, Livelink, Fuji Xerox DocuCentre, Microsoft SharePointPortal server, Exchange, …)
– NewsWatch : Information filtering of news articles
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
TOSHIBA NLP R&D activities 3/3
• Speech processing– Speech synthesis: Provide human voice quality and
naturalness, multi-lingual(American English, British English, Chinese, Dutch, French, German, Italian, Spanish and Japanese), small memory and low computational power
– Robust speech recognition : High performance under noisy environments, multi-lingual
– Japanese speech dictation : Speaker independent, high recognition rate without enrolment
• Speech processing products– Middleware for car navigation systems,
mobile equipments, game software, LaLaVoice(PKG software)
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
Knowledge sharing system
Features• NLP based information retrieval• Hierarchical clustering of accumulated documents• Categorizing newly input document• Various functions for knowledge sharing
KnowledgeMeisterTM
Chishiki-kyouyuuknowledge sharing
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
Knowledge sharing system
QuestionerTell me how to writean equipment plan. Language/
intentionunderstanding
Informationretrieval
Officeknowledge
Personalknow-how
Intranet
Experienced person
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
Semantic Roles: Example 1/2
Examples of search requests from a knowledge sharing in TOSHIBA corporate R&D center (English translations)
“When do we have to leave the dormitory?”
“Who can apply for a child-care leave?”
“Where can we have Chinese food in Kawasaki?”
Extracted semantic roles :time, person, place
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
Semantic Roles: Example 2/2
Example request from customer support (English translation)
“I am a dynabook XX user. I’ve just pressed the power button without shutting it down. Now it displays an error message XXX”.
Extracted semantic roles: Background Action Symptom
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
Insufficiency of the current KM systems
Treatment of knowledge exchange in human-human communication
• Knowledge and information exchanged by e-mail → GroupScribe
• Multi-modal knowledge such as video and speech → MKIDS
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
Convert human-human communication to sharable
knowledge
Education Office
Sharable knowledge
Interactive e-Learning
Multi-modal knowledge
sharing
Reusable knowledge
Communication
F2F dialogue
New communication
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
CIKLE : Community Knowledge WareCommunity-based Interactive Knowledge Leveraging Environment
• Drive communication-knowledge cycle– Extract and leverage knowledge
from/through communication– Find and recommend knowledge to
activate communication
Extract andleverageknowledge
Find andrecommendknowledge
Knowledgebase (Stock-type)
Communication (Flow-type)Comment / Post
Extract / EditMessagethread
Linkeddocument
Flow-Stock combination structure
Bind
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
The CIKLE solution delivers…
• Collaborative knowledge leveraging – Edit knowledge with a community consensus– Create knowledge with dialogue summarization
engine– Publish sharable knowledge from even closed
communities– Provide dual view: knowledge and its context
• Retrieval of relevant knowledge in a natural way– Accept natural language queries– Give priority to documents than messages
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
Information extraction (GroupScribe)Enhancement of the summarization function of CIKLE
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
Rule based extraction•Surface expressions in each message•Reference relations between messages
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
Knowledge sharing practice in TOSHIBA corp.
CIKLE 07/2000 ~ 05/2003CIKLEgs 05/2003 ~
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
Experienced person(Answerer) Questioner
Question and Answer
Knowledge DB
○○ を ×× する方法
カドのR =2-5処理方法…
Authoring tool
How should I do to manage the ×× when ○○ ?
The way of managing ×× is…
The way of managing ×× is …
How should I do to manage the ×× when ○○ ?
•Accumulation of the answering video image
•Refinement of the knowledge
②
①
Retrieval and reuse of the accumulated knowledge
③
Multi-modal knowledge sharing system (MKIDS)
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
Multi-modal knowledge sharing
Questioner’s side
Answerer’s side
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
System configuration
Knowledge DB
Questioner sideMedia capture
Distribution QA retrieval
Answerer sideMedia capture
Semantic role analysis
Video dialogue
Native XML database
Authoring tool
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
Snapshot of a dialogue
Semantic role analysis result
Speech recognition result
Ano kikitai no desuga (Ur, I have a question.)
Hai nande shou(Hello! May I help you?)
Questioner Answerer
[2]question [2]nodding
Ano hito no tamedakedo(For that person.)
Haittande nao(Something entered.)
Japanese-German Workshop on NLP in Sapporo Jul 4-5, 2003
Future work
• Application of the systems to several real works and the evaluation
• Improvement of the scalability and robustness
• Adoption of more natural language techniques such as IE of named entities for generating effective summary