Customer support is a range of services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. Regarding technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. It aims to ensure users can effectively operate the product and resolve any issues that may arise throughout its lifecycle. Support is delivered through various channels, including telephone, email, live chat, self-service knowledge bases, and social media. Research indicates that most customers attempt to resolve issues through self-service before contacting a representative. For products sold across multiple regions, support may be provided in several languages, as consumers tend to prefer assistance in their native language. Requirements for customer contact centres are defined in international standards such as ISO 18295.
Grokking (machine learning)
In machine learning, grokking, or delayed generalization, is a phenomenon observed in some settings where a model abruptly transitions from overfitting (performing well only on training data) to generalizing (performing well on both training and test data), after many training iterations with little or no improvement on the held-out data. This contrasts with what is typically observed in machine learning, where generalization occurs gradually alongside improved performance on training data. == Origin == Grokking was introduced by OpenAI researcher Alethea Power and colleagues in the January 2022 paper "Grokking: Generalization Beyond Overfitting on Small Algorithmic Datasets". It is derived from the word grok coined by Robert Heinlein in his novel Stranger in a Strange Land. In ML research, "grokking" is not used as a synonym for "generalization"; rather, it names a sometimes-observed delayed‑generalization training phenomenon in which training and held‑out performance do not improve in tandem, and in which held‑out performance rises abruptly later. Authors also analyze the "grokking time", the epoch or step at which this transition occurs in those scenarios. == Interpretations == Grokking can be understood as a phase transition during the training process. In particular, recent work has shown that grokking may be due to a complexity phase transition in the model during training. While grokking has been thought of as largely a phenomenon of relatively shallow models, grokking has been observed in deep neural networks and non-neural models and is the subject of active research. One potential explanation is that the weight decay (a component of the loss function that penalizes higher values of the neural network parameters, also called regularization) slightly favors the general solution that involves lower weight values, but that is also harder to find. According to Neel Nanda, the process of learning the general solution may be gradual, even though the transition to the general solution occurs more suddenly later. Recent theories have hypothesized that grokking occurs when neural networks transition from a "lazy training" regime where the weights do not deviate far from initialization, to a "rich" regime where weights abruptly begin to move in task-relevant directions. Follow-up empirical and theoretical work has accumulated evidence in support of this perspective, and it offers a unifying view of earlier work as the transition from lazy to rich training dynamics is known to arise from properties of adaptive optimizers, weight decay, initial parameter weight norm, and more. This perspective is complementary to a unifying "pattern learning speeds" framework that links grokking and double descent; within this view, delayed generalization can arise across training time ("epoch‑wise") or across model size ("model‑wise"), and the authors report "model‑wise grokking".
Computer Science Ontology
The Computer Science Ontology (CSO) is an automatically generated taxonomy of research topics in the field of Computer Science. It was produced by the Open University in collaboration with Springer Nature by running an information extraction system over a large corpus of scientific articles. Several branches were manually improved by domain experts. The current version (CSO 3.2) includes about 14K research topics and 160K semantic relationships. CSO is available in OWL, Turtle, and N-Triples. It is aligned with several other knowledge graphs, including DBpedia, Wikidata, YAGO, Freebase, and Cyc. New versions of CSO are regularly released on the CSO Portal. CSO is mostly used to characterise scientific papers and other documents according to their research areas, in order to enable different kinds of analytics. The CSO Classifier is an open-source python tool for automatically annotating documents with CSO. == Applications == Recommender Systems. Computing the semantic similarity of documents. Extracting metadata from video lecture subtitles. Performing bibliometrics analysis.
Mental mapping
In behavioral geography, a mental map is a person's point-of-view perception of their area of interaction. Although this kind of subject matter would seem most likely to be studied by fields in the social sciences, this particular subject is most often studied by modern-day geographers. Researchers have also applied mental mapping to understand and define cognitive regions. They study it to determine subjective qualities from the public such as personal preference and practical uses of geography like driving directions. Mass media also have a virtually direct effect on a person's mental map of the geographical world. The perceived geographical dimensions of a foreign nation (relative to one's own nation) may often be heavily influenced by the amount of time and relative news coverage that the news media may spend covering news events from that foreign region. For instance, a person might perceive a small island to be nearly the size of a continent, merely based on the amount of news coverage that they are exposed to on a regular basis. In psychology, the term names the information maintained in the mind of an organism by means of which it may plan activities, select routes over previously traveled territories, etc. The rapid traversal of a familiar maze depends on this kind of mental map if scents or other markers laid down by the subject are eliminated before the maze is re-run. == Background == Mental maps are an outcome of the field of behavioral geography. The imagined maps are considered one of the first studies that intersected geographical settings with human action. The most prominent contribution and study of mental maps was in the writings of Kevin Lynch. In The Image of the City, Lynch used simple sketches of maps created from memory of an urban area to reveal five elements of the city; nodes, edges, districts, paths and landmarks. Lynch claimed that “Most often our perception of the city is not sustained, but rather partial, fragmentary, mixed with other concerns. Nearly every sense is in operation, and the image is the composite of them all.” (Lynch, 1960, p 2.) The creation of a mental map relies on memory as opposed to being copied from a preexisting map or image. In The Image of the City, Lynch asks a participant to create a map as follows: “Make it just as if you were making a rapid description of the city to a stranger, covering all the main features. We don’t expect an accurate drawing- just a rough sketch.” (Lynch 1960, p 141) In the field of human geography mental maps have led to an emphasizing of social factors and the use of social methods versus quantitative or positivist methods. Mental maps have often led to revelations regarding social conditions of a particular space or area. Haken and Portugali (2003) developed an information view, which argued that the face of the city is its information . Bin Jiang (2012) argued that the image of the city (or mental map) arises out of the scaling of city artifacts and locations. He addressed that why the image of city can be formed , and he even suggested ways of computing the image of the city, or more precisely the kind of collective image of the city, using increasingly available geographic information such as Flickr and Twitter . Using mental maps, we will be able to predict individual decision making and spatial selection, as well as evaluate their routing and navigation. A cognitive maps utility as a mnemonic and metaphorical device is precisely one of its other benefits as a shaper of the world and local attitudes. The first major field of study within the domain of memory maps is geography, spatial cognition and neurophysiology. This aims to understand how routes are drawn by subject from their set of subjects out into space which lead to memorization and internal representations. Overall these representations take the form of drawings, positioning in a graph, or oral/textual narratives, but are reflected as behavior is space that can be recorded as tracking items. == Research applications == Mental maps have been used in a collection of spatial research. Many studies have been performed that focus on the quality of an environment in terms of feelings such as fear, desire and stress. A study by Matei et al. in 2001 used mental maps to reveal the role of media in shaping urban space in Los Angeles. The study used Geographic Information Systems (GIS) to process 215 mental maps taken from seven neighborhoods across the city. The results showed that people's fear perceptions in Los Angeles are not associated with high crime rates but are instead associated with a concentration of certain ethnicities in a given area. The mental maps recorded in the study draw attention to these areas of concentrated ethnicities as parts of the urban space to avoid or stay away from. Mental maps have also been used to describe the urban experience of children. In a 2008 study by Olga den Besten mental maps were used to map out the fears and dislikes of children in Berlin and Paris. The study looked into the absence of children in today's cities and the urban environment from a child's perspective of safety, stress and fear. Peter Gould and Rodney White have performed prominent analyses in the book “Mental Maps.” This book is an investigation into people's spatial desires. The book asks of its participants: “Suppose you were suddenly given the chance to choose where you would like to live- an entirely free choice that you could make quite independently of the usual constraints of income or job availability. Where would you choose to go?” (Gould, 1974, p 15) Gould and White use their findings to create a surface of desire for various areas of the world. The surface of desire is meant to show people's environmental preferences and regional biases. In an experiment done by Edward C. Tolman, the development of a mental map was seen in rats. A rat was placed in a cross shaped maze and allowed to explore it. After this initial exploration, the rat was placed at one arm of the cross and food was placed at the next arm to the immediate right. The rat was conditioned to this layout and learned to turn right at the intersection in order to get to the food. When placed at different arms of the cross maze however, the rat still went in the correct direction to obtain the food because of the initial mental map it had created of the maze. Rather than just deciding to turn right at the intersection no matter what, the rat was able to determine the correct way to the food no matter where in the maze it was placed. The idea of mental maps is also used in strategic analysis. David Brewster, an Australian strategic analyst, has applied the concept to strategic conceptions of South Asia and Southeast Asia. He argues that popular mental maps of where regions begin and end can have a significant impact on the strategic behaviour of states. A collection of essays, documenting current geographical and historical research in mental maps is published by the Journal of Cultural Geography in 2018.
Demis Hassabis
Sir Demis Hassabis (/ˈdɛ.mɪs/ DE-mis /hɑːˈsɑː.bis/ hah-SAH-bees; born Dimitrios Hassapis, Greek: Δημήτριος Χασάπης, 27 July 1976) is a British artificial intelligence (AI) researcher and entrepreneur. He is the chief executive officer and co-founder of Google DeepMind and Isomorphic Labs, and a UK Government AI Adviser. In 2024, Hassabis and John M. Jumper were jointly awarded the Nobel Prize in Chemistry for their AI research contributions to protein structure prediction. Hassabis is a Fellow of the Royal Society and has won awards for his research efforts, including the Breakthrough Prize, the Canada Gairdner International Award and the Lasker Award. He was appointed a CBE in 2017, and knighted in 2024 for his work on AI. He was also listed among the Time 100 most influential people in the world in 2017 and 2025, and was one of the "Architects of AI" collectively chosen as Time's 2025 Person of the Year. == Early life and education == Hassabis was born to Costas and Angela Hassapis. His father is a Greek Cypriot and his mother is a Chinese Singaporean. Demis grew up in North London. His original surname was "Hassapis" (Greek: Χασάπης), meaning "butcher" in Greek, but he later, according to Ingo Althöfer, "executed a point mutation by changing ‘p’ to ‘b’". One of his younger brothers still carries the original surname. In his early career, he was a video game AI programmer and designer, and an expert board games player. A child prodigy in chess from the age of four, when he first learnt chess by watching his father playing against his uncle, Hassabis reached master standard at the age of 13 with an Elo rating of 2300 and captained many of the England junior chess teams. He represented the University of Cambridge in the Oxford–Cambridge varsity chess matches of 1995, 1996 and 1997, winning a half blue. He first got interested in technology after buying his first computer in 1984, a ZX Spectrum 48K, funded from chess winnings. He taught himself how to program from books. He subsequently wrote his first AI program on a Commodore Amiga to play the reversi board game. Between 1988 and 1990, Hassabis was educated at Queen Elizabeth's School, Barnet, a boys' grammar school in North London. He was subsequently home-schooled by his parents for a year, before studying at the comprehensive school of Christ's College in East Finchley. He completed his A-level exams two years early at 16. === Bullfrog Productions === Asked by Cambridge University to take a gap year owing to his young age, Hassabis began his computer games career at Bullfrog Productions after entering an Amiga Power "Win-a-job-at-Bullfrog" competition. He began by playtesting on Syndicate and then at 17 co-designing and lead-programming on the 1994 game Theme Park, with the game's designer Peter Molyneux. Theme Park, a simulation video game, sold several million copies and inspired a whole genre of simulation sandbox games. Despite being offered a seven-figure sum to remain in the games industry, he turned it down. He earned enough from his gap year to pay his own way through university. === University of Cambridge === Hassabis left Bullfrog to study at Queens' College of the University of Cambridge, where he completed the Computer Science Tripos and graduated in 1997 with a double first. == Career and research == === Lionhead === After graduating from Cambridge, Hassabis worked at Lionhead Studios. Games designer Peter Molyneux, with whom Hassabis had worked at Bullfrog Productions, had recently founded the company. At Lionhead, Hassabis worked as lead AI programmer on the 2001 god game Black & White. === Elixir Studios === Hassabis left Lionhead in 1998 to found Elixir Studios, a London-based independent games developer, signing publishing deals with Eidos Interactive, Vivendi Universal and Microsoft. In addition to managing the company, Hassabis served as executive designer of the games Republic: The Revolution and Evil Genius. Each received BAFTA nominations for their interactive music scores, created by James Hannigan. The release of Elixir's first game, Republic: The Revolution, a highly ambitious and unusual political simulation game, was delayed due to its huge scope, which involved an AI simulation of the workings of an entire fictional country. The final game was reduced from its original vision and greeted with lukewarm reviews, receiving a Metacritic score of 62/100. Evil Genius, a tongue-in-cheek Austin Powers parody, fared much better with a score of 75/100. In April 2005 the intellectual property and technology rights were sold to various publishers and the studio was closed. === Neuroscience research === Following Elixir Studios, Hassabis returned to academia to obtain his PhD in cognitive neuroscience from UCL Queen Square Institute of Neurology in 2009 supervised by Eleanor Maguire. He sought to find inspiration in the human brain for new AI algorithms. He continued his neuroscience and artificial intelligence research as a visiting scientist jointly at Massachusetts Institute of Technology (MIT), in the lab of Tomaso Poggio, and Harvard University, before earning a Henry Wellcome postdoctoral research fellowship to the Gatsby Computational Neuroscience Unit at UCL in 2009 working with Peter Dayan. Working in the field of imagination, memory, and amnesia, he co-authored several influential papers published in Nature, Science, Neuron, and PNAS. His very first academic work, published in PNAS, was a landmark paper that showed systematically for the first time that patients with damage to their hippocampus, known to cause amnesia, were also unable to imagine themselves in new experiences. The finding established a link between the constructive process of imagination and the reconstructive process of episodic memory recall. Based on this work and a follow-up functional magnetic resonance imaging (fMRI) study, Hassabis developed a new theoretical account of the episodic memory system identifying scene construction, the generation and online maintenance of a complex and coherent scene, as a key process underlying both memory recall and imagination. This work received widespread coverage in the mainstream media and was listed in the top 10 scientific breakthroughs of the year by the journal Science. He later generalised these ideas to advance the notion of a 'simulation engine of the mind' whose role it was to imagine events and scenarios to aid with better planning. === DeepMind === Hassabis is the CEO and co-founder of DeepMind, a machine learning AI startup, founded in London in 2010 with Shane Legg and Mustafa Suleyman. Hassabis met Legg when both were postdocs at the Gatsby Computational Neuroscience Unit, and he and Suleyman had been friends through family. Hassabis also recruited his university friend and Elixir partner David Silver. DeepMind's mission is to "solve intelligence" and then use intelligence "to solve everything else". More concretely, DeepMind aims to combine insights from systems neuroscience with new developments in machine learning and computing hardware to unlock increasingly powerful general-purpose learning algorithms that will work towards the creation of an artificial general intelligence (AGI). The company has focused on training learning algorithms to master games, and in December 2013 it announced that it had made a pioneering breakthrough by training an algorithm called a Deep Q-Network (DQN) to play Atari games at a superhuman level by using only the raw pixels on the screen as inputs. DeepMind's early investors included several high-profile tech entrepreneurs. In 2014, Google purchased DeepMind for £400 million. Although most of the company has remained an independent entity based in London, DeepMind Health has since been directly incorporated into Google Health. Since the Google acquisition, the company has notched up a number of significant achievements, perhaps the most notable being the creation of AlphaGo, a program that defeated world champion Lee Sedol at the complex game of Go. Go had been considered a holy grail of AI, for its high number of possible board positions and resistance to existing programming techniques. However, AlphaGo beat European champion Fan Hui 5–0 in October 2015 before winning 4–1 against former world champion Lee Sedol in March 2016 and winning 3–0 against the world's top-ranked player Ke Jie in 2017. Additional DeepMind accomplishments include creating a neural Turing machine, reducing the energy used by the cooling systems in Google's data centres by 40%, and advancing research on AI safety. DeepMind has also been responsible for technical advances in machine learning, having produced a number of award-winning papers. In particular, the company has made significant advances in deep learning and reinforcement learning, and pioneered the field of deep reinforcement learning which combines these two methods. Hassabis has predicted that artificial intelligence will be "one of the most beneficial techn
Perusall
Perusall is a social web annotation tool intended for use by students at schools and universities. It allows users to annotate the margins of a text in a virtual group setting that is similar to social media—with upvoting, emojis, chat functionality, and notification. It also includes automatic AI grading. == History == Perusall began as a research project at Harvard University. It later became an educational product for students and teachers. As of 2024, Perusall states more than 5 million students have used the tool at over 5,000 educational institutions in 112 countries." == Functionality == Perusall integrates with learning management systems such as Moodle, Canvas and Blackboard to aid with collaborative annotation. The tool supports annotation of a range of media including text, images, equations, videos, PDFs and snapshots of webpages.
Agent Communications Language
Agent Communication Language (ACL) consists of computer communication protocols that are intended for AI agents to communicate with each other. In 2007, protocols of this nature were proposed which include: FIPA-ACL (by the Foundation for Intelligent Physical Agents, a standardization consortium) KQML (Knowledge Query and Manipulation Language) After the surge in Generative AI with the use of Transformers and Large language models, the definition of agent has shifted away from physical agents to signify software systems built using the principles of Agentic AI. A new protocol to emerge in this area is Natural Language Interaction Protocol (NLIP). NLIP is an application-level communication protocol defined between AI Agents or between a human and an AI agent. Ecma International; a standards body which develops and publishes international standards for the information and communication industry; published on 10 December 2025 five new standards and one technical report defining the Natural Language Interaction Protocol (NLIP). As a result, we can define agent communication protocols into two categories: ontology based agent communication protocols and generative AI based agent communication protocols. Ontology based agent communication protocols use a common ontology to be used between agents. An ontology is a part of the agent's knowledge base that describes what kind of things an agent can deal with and how they are related to each other. FIPA-ACL and KQML are examples of such protocols. These protocols rely on speech act theory developed by Searle in the 1960s and enhanced by Winograd and Flores in the 1970s. They define a set of performatives, also called Communicative Acts, and their meaning (e.g. ask-one). The content of the performative is not standardized, but varies from system to system. Implementation support of FIPA-ACL is included in FIPA-OS and Jade. Generative AI based agent communication protocols such as NLIP do not require a shared ontology among communicating agents. In its stead, they use generative AI models to translate natural language text, images, videos or other modalities of data into a local ontology. This provides for hot-extensibility where the same protocol can be used for multiple communication needs, and simplifies version control since different agents can use different versions of a shared ontology. NLIP has been designed with security considerations in mind. The specification and standards comprising NLIP are developed and maintained by Ecma Technical Community 56.