AI Coach Assist: An Automated Approach for Call Recommendation in Contact Centers for Agent Coaching

In recent years, the utilization of Artificial Intelligence (AI) in the contact center industry is on the rise. One area where AI can have a significant impact is in the coaching of contact center agents. By analyzing call transcripts using Natural Language Processing (NLP) techniques, it would be possible to quickly determine which calls are most relevant for coaching purposes. In this paper, we present AI Coach Assist, which leverages the pre-trained transformer-based language models to determine whether a given call is coachable or not based on the quality assurance (QA) questions asked by the contact center managers or supervisors. The system was trained and evaluated on a large dataset collected from real-world contact centers and provides an effective way to recommend calls to the contact center managers that are more likely to contain coachable moments. Our experimental findings demonstrate the potential of AI Coach Assist to improve the coaching process, resulting in enhancing the performance of contact center agents.

FedMR: Federated Learning via Model Recombination

Although Federated Learning (FL) enables global model training across clients without compromising their raw data, existing Federated Averaging (FedAvg)-based methods suffer from the problem of low inference performance, especially for unevenly distributed data among clients. This is mainly because i) FedAvg initializes client models with the same global models, which makes the local training hard to escape from the local search for optimal solutions; and ii) by averaging model parameters in a coarse manner, FedAvg eclipses the individual characteristics of local models. To address such issues that strongly limit the inference capability of FL, we propose a novel and effective FL paradigm named FedMR (Federated Model Recombination). Unlike conventional FedAvg-based methods, the cloud server of FedMR shuffles each layer of collected local models and recombines them to achieve new models for local training on clients. Due to the diversified initialization models for clients coupled with fine-grained model recombination, FedMR can converge to a well-generalized global model for all the clients, leading to a superior inference performance. Experimental results show that, compared with state-of-the-art FL methods, FedMR can significantly improve inference accuracy in a quicker manner without exposing client privacy.

Single-Photon Counting Receivers for 6G Optical Wireless Communications

Optical wireless communication (OWC) offers several complementary advantages to radio-frequency (RF) wireless networks such as its massive available spectrum; hence, it is widely anticipated that OWC will assume a pivotal role in the forthcoming sixth generation (6G) wireless communication networks. Although significant progress has been achieved in OWC over the past decades, the outage induced by occasionally low received optical power continues to pose a key limiting factor for its deployment. In this work, we discuss the potential role of single-photon counting (SPC) receivers as a promising solution to overcome this limitation. We provide an overview of the state-of-the-art of OWC systems utilizing SPC receivers and identify several critical areas of open problems that warrant further research in the future.

Trans-Inpainter: A Transformer Model for High Accuracy Image Inpainting from Channel State Information

Radio Frequency (RF) signal-based multimodal image inpainting has recently emerged as a promising paradigm to enhance the capability of distortion-free image restoration by integrating wireless and visual information from the identical physical environment and has potential applications in fields like security and surveillance systems. In this paper, we aim to implement an RF-based image inpainting system that enables image restoration in a complex environment while maintaining high robustness and accuracy. This requires accurately converting RF signals into meaningful visual information and overcoming the challenges of RF signals in complex environments, such as multipath interference, signal attenuation, and noise. To tackle this problem, we propose Trans-Inpainter, a novel image inpainting method that utilizes the Channel State Information (CSI) of WiFi signals in combination with transformer networks to generate high-quality reconstructed images. This approach is the first to use CSI for image inpainting, which allows for extracting visual information from WiFi signals to fill in missing regions in images. To further improve Trans-Inpainter's performance, we investigate the impact of variations in CSI data on RF-based imaging ability, i.e., analyzing how the location of the CSI sensors, the combination of CSI from different sensors, and changes in temporal or frequency dimensions of CSI matrix affect the imaging quality. We compare the performance of Trans-Inpainter with RF-Inpainter, the state-of-the-art technology for RF-based multimodal image inpainting, under more realistic experimental scenarios, and with single-modality image inpainting models when only RF or image data is available, respectively. The results show that Trans-Inpainter outperforms other baseline methods in all cases.

Adversary-Aware Partial label learning with Label distillation

To ensure that the data collected from human subjects is entrusted with a secret, rival labels are introduced to conceal the information provided by the participants on purpose. The corresponding learning task can be formulated as a noisy partial-label learning problem. However, conventional partial-label learning (PLL) methods are still vulnerable to the high ratio of noisy partial labels, especially in a large labelling space. To learn a more robust model, we present Adversary-Aware Partial Label Learning and introduce the $\textit{rival}$, a set of noisy labels, to the collection of candidate labels for each instance. By introducing the rival label, the predictive distribution of PLL is factorised such that a handy predictive label is achieved with less uncertainty coming from the transition matrix, assuming the rival generation process is known. Nonetheless, the predictive accuracy is still insufficient to produce an sufficiently accurate positive sample set to leverage the clustering effect of the contrastive loss function. Moreover, the inclusion of rivals also brings an inconsistency issue for the classifier and risk function due to the intractability of the transition matrix. Consequently, an adversarial teacher within momentum (ATM) disambiguation algorithm is proposed to cope with the situation, allowing us to obtain a provably consistent classifier and risk function. In addition, our method has shown high resiliency to the choice of the label noise transition matrix. Extensive experiments demonstrate that our method achieves promising results on the CIFAR10, CIFAR100 and CUB200 datasets.

HumanBench: Towards General Human-centric Perception with Projector Assisted Pretraining

Human-centric perceptions include a variety of vision tasks, which have widespread industrial applications, including surveillance, autonomous driving, and the metaverse. It is desirable to have a general pretrain model for versatile human-centric downstream tasks. This paper forges ahead along this path from the aspects of both benchmark and pretraining methods. Specifically, we propose a \textbf{HumanBench} based on existing datasets to comprehensively evaluate on the common ground the generalization abilities of different pretraining methods on 19 datasets from 6 diverse downstream tasks, including person ReID, pose estimation, human parsing, pedestrian attribute recognition, pedestrian detection, and crowd counting. To learn both coarse-grained and fine-grained knowledge in human bodies, we further propose a \textbf{P}rojector \textbf{A}ssis\textbf{T}ed \textbf{H}ierarchical pretraining method (\textbf{PATH}) to learn diverse knowledge at different granularity levels. Comprehensive evaluations on HumanBench show that our PATH achieves new state-of-the-art results on 17 downstream datasets and on-par results on the other 2 datasets. The code will be publicly at \href{https://github.com/OpenGVLab/HumanBench}{https://github.com/OpenGVLab/HumanBench}.

Personalized speech enhancement combining band-split RNN and speaker attentive module

Target speaker information can be utilized in speech enhancement (SE) models to more effectively extract the desired speech. Previous works introduce the speaker embedding into speech enhancement models by means of concatenation or affine transformation. In this paper, we propose a speaker attentive module to calculate the attention scores between the speaker embedding and the intermediate features, which are used to rescale the features. By merging this module in the state-of-the-art SE model, we construct the personalized SE model for ICASSP Signal Processing Grand Challenge: DNS Challenge 5 (2023). Our system achieves a final score of 0.529 on the blind test set of track1 and 0.549 on track2.

Diffusion Model based Semi-supervised Learning on Brain Hemorrhage Images for Efficient Midline Shift Quantification

Brain midline shift (MLS) is one of the most critical factors to be considered for clinical diagnosis and treatment decision-making for intracranial hemorrhage. Existing computational methods on MLS quantification not only require intensive labeling in millimeter-level measurement but also suffer from poor performance due to their dependence on specific landmarks or simplified anatomical assumptions. In this paper, we propose a novel semi-supervised framework to accurately measure the scale of MLS from head CT scans. We formulate the MLS measurement task as a deformation estimation problem and solve it using a few MLS slices with sparse labels. Meanwhile, with the help of diffusion models, we are able to use a great number of unlabeled MLS data and 2793 non-MLS cases for representation learning and regularization. The extracted representation reflects how the image is different from a non-MLS image and regularization serves an important role in the sparse-to-dense refinement of the deformation field. Our experiment on a real clinical brain hemorrhage dataset has achieved state-of-the-art performance and can generate interpretable deformation fields.

Towards Integrated Sensing and Communications in IEEE 802.11bf Wi-Fi Networks

As Wi-Fi becomes ubiquitous in public and private spaces, it becomes natural to leverage its intrinsic ability to sense the surrounding environment to implement groundbreaking wireless sensing applications such as human presence detection, activity recognition, and object tracking. For this reason, the IEEE 802.11bf Task Group is defining the appropriate modifications to existing Wi-Fi standards to enhance sensing capabilities through 802.11-compliant devices. However, the new standard is expected to leave the specific sensing algorithms open to implementation. To fill this gap, this article explores the practical implications of integrating sensing and communications into Wi-Fi networks. We provide an overview of the support that will enable sensing applications, together with an in-depth analysis of the role of different devices in a Wi-Fi sensing system and a description of the open research challenges. Moreover, an experimental evaluation with off-the-shelf devices provides suggestions about the parameters to be considered when designing Wi-Fi sensing systems. To make such an evaluation replicable, we pledge to release all of our dataset and code to the community.

Improving Named Entity Recognition in Telephone Conversations via Effective Active Learning with Human in the Loop

Telephone transcription data can be very noisy due to speech recognition errors, disfluencies, etc. Not only that annotating such data is very challenging for the annotators, but also such data may have lots of annotation errors even after the annotation job is completed, resulting in a very poor model performance. In this paper, we present an active learning framework that leverages human in the loop learning to identify data samples from the annotated dataset for re-annotation that are more likely to contain annotation errors. In this way, we largely reduce the need for data re-annotation for the whole dataset. We conduct extensive experiments with our proposed approach for Named Entity Recognition and observe that by re-annotating only about 6% training instances out of the whole dataset, the F1 score for a certain entity type can be significantly improved by about 25%.