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Intelligent Knowledge Extraction from Service Notes for Equipment Diagnostics Support Anil Varma Vipin Ramani Information Technology Lab GE Corporate Research.

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Presentation on theme: "Intelligent Knowledge Extraction from Service Notes for Equipment Diagnostics Support Anil Varma Vipin Ramani Information Technology Lab GE Corporate Research."— Presentation transcript:

1 Intelligent Knowledge Extraction from Service Notes for Equipment Diagnostics Support Anil Varma Vipin Ramani Information Technology Lab GE Corporate Research & Development Correspondence to : varma@crd.ge.com

2 Introduction GE Medical Systems - Health Care Services - Multi Vendor Equipment Maintenance > 30 OEMs. > 50 Equipment Types > 100 Models Laptop based Problem-Solution Knowledge Base Improved Dissemination of Diagnostic Knowledge Corporate knowledge base Data Source Text Dispatches describing observed symptoms and solution process attempted.

3 > 100 Meg of data/year. Need to automatically identify dispatches with useful diagnostic information Classification problem with supervised learning Results Little AI goes a long way..

4 4 Field Engineer OLC Service Engineer Dispatch Database : Dispatch Data Effective utilization of FE Dispatch Data (110,000+). Creation of a Corporate Knowledge Base REPORT DISTRIBUTION LOCATION 3017 S E R V I C E R E C O R D H I S T O R Y D E T A I L 01/19/98 14:27:50 CEPMPP3 DISPATCH NO: 0650 170729 TYPE SERVICE: EMG BILL ACCT : 650742935 DISPATCHER: A5569 DATE: 970725 ACCT TYPE : 0 AREA CODE: H311 GROUP CONTROL NO: 0650170729 TIME: 14 23 PHONE : 3033202815 ROOM ID : CT COLUMBIA ROSE MEDICAL CENTER ISC ENT: N STATUS : 045 ROOM DESC : SOMATOM PLUS ACCOUNTS PAYABLE ISC ASG: N MODALITY : CT ROOM SYS-ID: 303320CT 4567 EAST 9TH AVENUE DENVER CO 80220-3908 FE ASSIGNED: 12467 COYLE H311 WHEN ASSIGNED: 970725 14 27 START END EQUIP STATUS --ACCUM CONTACT HRS-- ---ACCUM TRAVEL HRS--- TRAVEL EXPENSE SVC-CLS CONT-CLS CONT-NO. 970725 970803 STARTING: 92 STD 19.5 18.5 STD 4.3 4.3.00 005 01 116493 18 00 18 00 FINAL: 90 ORDER NO. MODEL NUMBER SERIAL NO. FMI NO FMICD MA CM PT 9999 999999 94 Y SYMPTOMS: HAVING RING ARTIFACT ON SCANNER SVC PRF CDS HRS DIAGNOSIS AND SERVICE PERFORMED DESCRIPTION PM CODE: IS EI NT 38.0 TROUBLESHOT FOUND BAD PREAMP BOARD #11 IN DAS MOVED IT TO #2 SLOT Field Engineer Field Engineer Dispatch Data EXAMPLE DISPATCH Project Overview

5 5 Dispatch_NoSymptom_text 220241936KEYBOARD IS NOT WORKING/TIME OUT MEASUREMENT ERROR QUE OVERRUN ERROR 220241940Magnet Monitoring Alarm Site stuck in fill mode- check key/pwr 220241956HAVING CHEMICAL PROBLEM WITH THE PROCESSOR 220241963AUTO COLLIMATOR NOT WORKING 220241969THE TUBE STAND COMPUTER IS LOCKED UP 220241970POOR RESOLUTION ON BARS 220241972THE A-DAC IS LOCKED AND THEY ARE DOWN 220241974X-RAY TUBE IS OVERHEATING/COOLING UNIT IS NOT WORKING 220241979PROBLEM WITH FILM MAGAZINE 220241981TOMO NOT WORKING 220241983COLLIMATION IS NOT OPENING UP COMPLETELY 220241997THE BUCKY TRAY IS LOOSE 220241999COLLIMATION IS NOT OPENING UP COMPLETELY 220242004POOR GAIN 220242008OPTICAL DISK--CRASHED OPTICAL DISK 220242010NO EXPOSURES 220242015HEAD COIL IS BROKEN 220242023TUBE CHANGE 220242027BAD H2O FLOW SENSOR ON MAGNET MONITORING KIT 220242035IIE CAMERA TAKES TOO LONG TO EXPOSE 220242038HAVING TROUBLE WITH THE BACK UP TIMER, AND DARK FILMS 220242056THYROID UPTAKE PROBE IS BLOWING FUSES LIKE CRAZY Dispatch_NoSolution_text 220241936SYSTEM HAD COMMUNICATION INTERFERENCE LIKE BEFORE BETWEEN FUNCTION KEYS AND HOST COMPUTER SWAPPED FIBER OPTIC COMM LINES BETWEEN KEYBOARD AND FUNCTION KEYS. PROBLEM HAS DISAPPEARED. 220241963RESTRUNG CASSETTE SIZE SENSING MECHANISM IN BUCKY TRAY, ALSO STRAIGHTENED COLLIMATOR ON TUBE 220241969CONTROL PROBLEM INTERMITTENT SWITCHED CONTROL WITH NORTHROOM. 220241970FOUND CO57 MAPED TO TL201REMAPPED TO TC99 RAN FLOODS CHECKED OK. KEN REQUESTED WE RUN CO57 FLOOD CAL. ATTEMPTED TO DO SO BUT SHEET SOURCE TO WEEK. MAPPED TO TC99 PER KEN. 220241972PHONE FIX 220241979MAGAZINE BINDS AND WILL NOT RUN 220241981REPLACED TOMO FULCRUM DRIVE FUSE, RESEATED TUBESTAND DRIVE ARM 220241983FOUND MANUAL COLLIMATOR CONTROLS IN MANUAL OPERATION OPENEDSHUTTERS. CHECKED OPERATION IN FLUORO AND RADIOGRAPHIC.ADJUSTED MANUAL KV/MA FOR BETTER IMAGE ON MONITOR. 220241997WAITED TILL 12:30 FOR ROOM CASSETTE HOLDING FOOT BROKEN OFF. DRILLED, TAPPED AND RE-FASTENED FOOT. 220242004REPLACED RECIEVER BOARD OPS CHECKED GOOD. Raw Problem-Solution Data

6 6 PROBLEM FOUND TO BE WITH "MOLEX" CONNECTOR FROM POWER SUPPLY CONNECTOR CHANGED BY WAYNE TYSAK ON 5-2-97, PROBLEM CORRECTED. PERFORMED EXTENSIVE TESTING TO PROVE THAT CUT-OFF IS CAUSEDBY MIS- ALIGNMENT OF FILMSCREENS INSIDE KODAC 18X24 CASSETTES NOT AN OBSTRUCTION IN THE X-RAY FIELD. FILM APPEARS TO BE HANGING ON THE NIP ROLLER AS IT ENTERS THE RECEIVER MAGAZINE ORDERED NIP ROLLER AND DRIVE BELTS. INSTALLED NIP ROLLER AND DRIVE BELTS. OK FOR NOW BUT BELIEVE SPRING STEEL TENSIONER IS WEAK AND NEEDS REPLACEMENT. DID NOT FIND ANY PROBLEMS TESTED TOMO BUT COULD NOT FIND ANY PROBLEMS RETURNED TO SERVICE. CHECKED SYSTEM OPERATION AND DID NOT FIND ANY PROBLEM CHECKED IMAGE DID NOT FIND ANY PROBLEMS. THIS IS A BOGUS DISPATCH COULD NOT REPRODUCE PROBLEM ADJUSTED TABLE BUCKY CONTACTS. COULD NOT REPRODUCE PROBLEM TURNED PROBLEM OVER TO C MCCALLISTER / R.RUSH COULD NOT REPRODUCE PROBLEM TESTED SYSTEM AND COULD NOT REPRODUCE. TABLE LOCKS WERE WORKING AND COULD NOT REPRODUCE PROBLEM PERFORMED PMBILL NATIONAL MD FOR 6 5 HRS LABOR & 1 HR TRAVEL TOTAL CHARGE = $1,200.00 Examples of Varying Dispatch Content

7 Data Quality Spellng errors, technical terms, abbrev., spacingerrors, a.c.r.o.n.y.m.s Bad! NLP Don’t try to understand, just learn patterns in data

8 Process for Supervised Learning Mine for diagnostically useful dispatches Accepted Dispatches Rejected Dispatches X% Algorithm for learning diagnostically useful patterns 100-X% Manually judge relevance Useful Dispatches extracted - typically 10%- 60% of raw input data

9 Text Matching Features FILM APPEARS TO BE HANGING ON THE NIP ROLLER WATER FILM ON THE NIP ROLLER Sentence Words Word parts FILMAPPEARS TOBEHANGING ONTHENIPROLLER AAAEEEFGGHIILLLMNNOOOPRRRST Letters Increasing similarity possibility, decreasing context

10 N - grams diagnosis = dia, iag,agn, gno,nos,osi,sis (trigram) diagnsis = dia, iag,agn, gns,nsi, sis Have user identify seed accepted and rejected dispatches Break dispatches into N- Grams Use N-Grams as features N-gram Matching Approach VOI +ve -ve THE +ve -ve FIX +ve -ve +1 0

11 Case Based Matching Approach Accepted Dispatches Bin Rejected Dispatches Bin Similarity Function = [  Weights of common datagrams] 2 -----------------------------------------  Weight of datagrams in Classified phrase X  Weight of datagrams in New phrase New Dispatch Too Slow!

12 Alternate Approach Try to come up with aggregate decision by looking at constituent datagram weights and signs. OPTICAL DISK IS MECHANCIALLY JAMMED WILL NOT ACCEPT DISK.REPLACE WITH PART FROM INVENTORY HP UNIT. TEST PASSED. Accept Neutral Reject # +ve versus # -ve datagrams Sum of +ve weights vs. sum of -ve weights Highest weight datagram Highest weight ranking if weight > W else voting/aggregation. Collect features of high +ve or -ve weights - adaptive datagram size 1. Vary datagram size from 3 to N. 2. For each run, retain datagrams with weight > W 3. Look for neighboring datagrams with similar weights/signs, merge as new test phrase CONNECTOR 2.6264 GREASE 0.4797 BEAR 0.0000 ALLOW 0.0000 COST 0.0000 TRANSMISSION 2.2856 DETECTOR 2.3476 BILLING -3.4435 VOID -1.7765 CONNECTOR 2.6264 GREASE 0.4797 BEAR 0.0000 ALLOW 0.0000 COST 0.0000 TRANSMISSION 2.2856 DETECTOR 2.3476 BILLING -3.4435 VOID -1.7765 pre rev eve ven ent nti ive -> preventive average wt. = -0.51 -0.87

13 @0470393440@ PERFORMED COMPLETE PREVENTIVE MAINTENANCE CALIBRATION CHECK=SATISFACTORY, KV, MA,& EXPOSURE TIMES ALL CH.SAT. IMAGAE QUALITY CH.SAT. MAX. FLOURO RAD. DOSE. CH.SAT. HV CABLES CLEANED&LUB. ALL CONTROLS AND LOCKS OP.CH.SAT. OVERHEAD TUBE SAFETY CABLE C H.SAT. ENTIRE SYSTEM CLEANED.@ Recommendation : -0. 54 System Operation Automatically Accept Automatically RejectForward to expert for decision User varies Field Engineer email Service Center Periodic updates Dispatch classification

14 Some Results on Test Data Tool released to 450 field service engineers in US & Europe

15

16 Conclusions Lots of text diagnostic information in equipment service operations Quickly deployable Learning approaches to text Clustering different failure modes for particular equipment REPORTED PENALTY BRAKE APPLICTION WATER IN AC OIL- CHANGED OIL 28WATER IN AC OIL-REPL OIL PENALTY BRAKE APPLICATION TESTED APPLIED WABCO MODS 11WATER IN AC OIL CHANGED OIL CO CCC FOR NOT BOOTING UP CO BCCM FOR SLOW BC APPLICATION EAB TROUBLE - NTF DID WABCO EAB MODS Text repair actions for same problem code Locomotive example


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