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Common Sense Computing • MIT Media Lab
Providing Expert Advice by Analogy for On-Line Help
Henry Lieberman and Ashwani Kumar
Media Laboratory
Massachusetts Institute of Technology
Cambridge, MA, USA
http://www.media.mit.edu/~lieber/
Common Sense Computing • MIT Media Lab
What happens when interaction with the Web goes wrong?
Increasingly, people use the Web to perform procedures (buy things, vote, date, seek jobs) as well as just browse
What happens when things go wrong?
Debug it yourself
Get help
Increasingly, confidence in Web interactions depends on effectiveness of help
Common Sense Computing • MIT Media Lab
How do you get help?
Look up things in problem-solution database
Telephone support
On-line chat
Common Sense Computing • MIT Media Lab
Elicititation & Explanation
Elicitation: Helper asks user what is wrong. Get enough information from user to determine problem and choose solution.
Explanation: Helper tells user how to fix the problem. Explain why the solution worked, and how to avoid such problems in the future.
Common Sense Computing • MIT Media Lab
Mismatch between expert and novice models
The helper is an expert; the user is a novice
Novice may lack technical vocabulary to understand the elicitation questions
Novice may lack background knowledge to understand explanation of soultion
Expert may be unable to empathize with novice
Common Sense Computing • MIT Media Lab
AI Expert Systems
Expert Systems are the traditional way to encode expert behavior
Knowledge Engineer experts to get their knowledge and procedures
Encode Expert Model
Deep but narrow knowledge
If expert and novice don’t share vocabulary and knowledge, it’s difficult for the novice to interact directly with the Expert Model
Common Sense Computing • MIT Media Lab
We need a model of novice knowledge
How do we model the knowledge of someone who is not supposed to know very much?
Traditionally, novice is modeled as subset of expert knowledge
Intelligent Tutoring Systems, Qualitative Physics
But how do you model novice knowledge “in general”?
Common Sense Computing • MIT Media Lab
Open Mind - Push Singh
Common Sense statements collected from volunteer contributors on the Web
770,000 English sentences
Conventional data/knowledge bases: Do a lot of organizing work up front, so you can get the stuff out easily
OM: Get the stuff in any which way, then do a lot of work on the back end to interpret it
Query expansion, Parser, Semantic net miner
Common Sense Computing • MIT Media Lab
How do human helpers succeed in bridging Expert/Novice gap?
We interviewed helpers on the America Online (internet service provider) help desk
Helpers tend to provide “cookbook” solutions
We asked for successful interactions where users came to understand the problem and solution
Helpers best explained things by making analogies to everyday life situations!
Common Sense Computing • MIT Media Lab
Problem/Solution Database
Problem: “My browser can see my company’s home page, but it won’t let me access my workgroup’s Web site”
Solution Procedure: “Check if cipher strength is '0’. Upgrade Browser to 128 bit Encryption.”
Explanation: Generally, Websites require 128-bit encryption in order to process information securely. If the cipher strength of your browser is inadequate, you will not get into secure Websites. Upgrading your browser's encryption may help it better handle secure Websites.
NOTE: You only need to do this when unable to get to secure Websites.
Common Sense Computing • MIT Media Lab
Better: Explain by Analogy
Encryption in a browser is like security clearance to enter a building. If you don't have the proper security clearance, you may be able to get into the building, but not into certain areas. You must upgrade your security clearance status to go further. So without the proper encryption, your browser may be able to access a website, but not log in.
Common Sense Computing • MIT Media Lab
Introducing SuggestDesk
SuggestDesk is an agent that “listens” to the helper/user chat
Provides suggestions to helper (unseen to novice user)
Tries to recognize opportunities for making analogies between problem/solution DB and Common Sense knowledge
Common Sense Computing • MIT Media Lab
Example
User: “My browser runs slowly”
Problem/Solution DB:
Browser might run slowly because of network congestion
Browser might run slowly because the browser is infected by a virus
Common Sense Computing • MIT Media Lab
Elicitation & Explanation
Elicitation:
(Traffic) When did you try to log in?
(Virus) Have you downloaded any new applications lately?
Solution:
(Traffic) Try again at a later time.
(Virus) Run an anti-virus program.
Common Sense Computing • MIT Media Lab
SuggestDesk’s help (Traffic)
What makes things slow down?
Traffic runs slowly at rush hour.
Analogy:
The AOL service is like a road.
The users are like cars.
If too many users try to use the service at the same time, it slows down.
The solution is to try at a time when things are less crowded or find an alternative route.
Common Sense Computing • MIT Media Lab
SuggestDesk’s help (Virus)
What makes things slow down?
People slow down when they are tired.
Being sick can make you tired.
Analogy:
A computer virus is like a biological virus
If you have the flu, you can’t do things as fast as you normally would
An antivirus program is like medicine.
Common Sense Computing • MIT Media Lab
SuggestDesk Architecture
The Natural Language Processor (NLP),
The Commonsense Processor (CP),
The Expert Analyzer (EA),
The Analogy Mapping Engine (AME), and
The Elicitation and Explanation Processor (EEP).
Common Sense Computing • MIT Media Lab
Natural Language Processing
Via MontyLingua, Common Sense part-of-speech tagger
Result= [{prep_phrases_tagged=[], verb_phrases_tagged=[is/VBZ running/VBG], verb_arg_structures_concise=[("run" "browser" "slow")],noun_phrases=[browser], noun_phrases_tagged=[browser/NN],adj_phrases_tagged=[slow/JJ], verb_arg_structures=[[is/VBZrunning/VBG, browser/NN, [slow/JJ]]], modifiers_tagged=[slow/JJ],prep_phrases=[], verb_phrases=[is running],parameterized_predicates=[[[run, [past_tense, passive_voice]],[browser, []], [slow, []]]], modifiers=[slow], adj_phrases=[slow]}]
Common Sense Computing • MIT Media Lab
ExpertNet
(EffectOf 'surf internet' 'download files')
(EffectOf 'surf internet' 'download applications')
(EffectOf 'download files' 'browser cache is large')
(EffectOf 'download applications' 'browser infected by virus')
(EffectOf 'PC infected by virus' 'browser run slow')
Common Sense Computing • MIT Media Lab
Analogy Mapping Engine
Analogies:[[computer, [[UsedFor, surf internet, 1.1887218755408673],[CapableOfReceivingAction, run slow, 1.1887218755408673],[CapableOfReceivingAction, crash, 1.1887218755408673],[CapableOfReceivingAction, start, 1.1887218755408673]],6.1887218755408675], [car, [[CapableOfReceivingAction, damage,1.1887218755408673], [CapableOfReceivingAction, crash,1.1887218755408673], [CapableOfReceivingAction, start,1.1887218755408673]], 5.930167946706389], [software,[[CapableOfReceivingAction, run slow, 1.1887218755408673],[CapableOfReceivingAction, crash, 1.1887218755408673],[CapableOfReceivingAction, install, 1.1887218755408673],[CapableOfReceivingAction, install, 1.1887218755408673]],5.855516191543203]]
Common Sense Computing • MIT Media Lab
Weighting
log(f+0.5*i+4),
where f=outgoing edges and i = incoming edges
Common Sense Computing • MIT Media Lab
SuggestDesk Architecture
The Natural Language Processor (NLP),
The Commonsense Processor (CP),
The Expert Analyzer (EA),
The Analogy Mapping Engine (AME), and
The Elicitation and Explanation Processor (EEP).
Common Sense Computing • MIT Media Lab
Woodstein (with Earl Wagner)
Debugger for Web procedures
By analogy to debugger for programming
Provides visualization, explanation, tools for incremental exploration
Self-help debugging
Co-operative debugging between expert and novice
Common Sense Computing • MIT Media Lab
Conclusion
The effectiveness of online help is key to the success of Web interactions
Help needs to bridge the gap between expert and novice knowledge
Common Sense Reasoning can help find analogies that allow expert and novice to communicate
We need debuggers that help us systematically explore the causes of problems
Don’t worry, help is on the way!
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