Natural Language Processing
C# Natural Language Engine connected to Microsoft Dynamics CRM 2011 Online
Jun 5th
In an earlier post I discussed some ideas around a Semantic CRM.
Recently I’ve been doing some clean up work on my C# Natural Language Engine and decided to do a quick test connecting it to a real CRM. As you may know from reading my blog, this natural language engine is already heavily used in my home automation system to control lights, sprinklers, HVAC, music and more and to query caller ID logs and other information.
I recently refactored it to use the Autofac dependency injection framework and in the process realized just how close my NLP engine is to ASP.NET MVC 3 in its basic structure and philosophy! To use it you create Controller classes and put action methods in them. Those controller classes use Autofac to get all of the dependencies they may need (services like an email service, a repository, a user service, an HTML email formattting service, …) and then the methods in them represents a specific sentence parse using the various token types that the NLP engine supports. Unlike ASP.NET MVC3 there is no Route registration; the method itself represents the route (i.e. sentence structure) that it used to decide which method to call. Internally my NLP engine has its own code to match incoming words and phrases to tokens and then on to the action methods. In a sense the engine itself is one big dependency injection framework working against the action methods. I sometimes wish ASP.NET MVC 3 had the same route-registration-free approach to designing web applications (but also appreciate all the reasons why it doesn’t).
Another improvement I made recently to the NLP Engine was to develop a connector for the Twilio SMS service. This means that my home automation system can now accept SMS messages as well as all the other communication formats it supports: email, web chat, XMPP chat and direct URL commands. My Twilio connector to NLP supports message splitting and batching so it will buffer up outgoing messages to reach the limit of a single SMS and will send that. This lowers SMS charges and also allows responses that are longer than a single SMS message.
Using this new, improved version of my Natural Language Engine I decided to try connecting it to a CRM. I chose Microsoft Dynamics CRM 2011 and elected to use the strongly-typed, early-bound objects that you can generate for any instance of the CRM service. I added some simple sentences in an NLPRules project that allow you to tell it who you met, and to input some of their details. Unlike a traditional forms-based approach the user can decide what information to enter and what order to enter it in. The Natural Language Engine supports the concept of a conversation and can remember what you were discussing allowing a much more natural style of conversation that some simple rule-based engines and even allowing it to ask questions and get answers from the user.
Here’s a screenshot showing a sample conversation using Google Talk (XMPP/Jabber) and the resulting CRM record in Microsoft CRM 2011 Online. You could have the same conversation over SMS or email. Click to enlarge.
Based on my limited testing this looks like another promising area where a truly fluent, conversational-style natural language engine could play a significant role. Note how it understands email addresses, phone numbers and such like and in code these all become strongly typed objects. Where it really excels is in temporal expressions where it can understand things like “who called on a Saturday in May last year?” and can construct an efficient SQL query from that.
A strongly-typed natural language engine (C# NLP)
Feb 28th
Here is an explanation of the natural language engine that powers my home automation system. It’s a strongly-typed natural language engine with tokens and sentences being defined in code. It currently understands sentences to control lights, heating, music, sprinklers, … You can ask it who called, you can tell it to play music in a particular room, … it tells you when a car comes down the drive, when the traffic is bad on I-90, when there’s fresh snow in the mountains, when it finds new podcasts from NPR, … and much more.
The natural language engine itself is a separate component that I hope one day to use in other applications.
Existing Natural Language Engines
- Have a large, STATIC dictionary data file
- Can parse complex sentence structure
- Hand back a tree of tokens (strings)
- Don’t handle conversations
C# NLP Engine
- Defines strongly-typed tokens in code
- Uses type inheritance to model ‘is a’
- Defines sentences in code
- Rules engine executes sentences
- Understands context (conversation history)
Sample conversation
Goals
- Make it easy to define tokens and sentences (not XML)
- Safe, compile-time checked definition of the syntax and grammar (not XML)
- Model real-world inheritance with C# class inheritance:
- ‘a labrador’ is ‘a dog’ is ‘an animal’ is ‘a thing’
- Handle ambiguity, e.g.
play something in the air tonight in the kitchen remind me at 4pm to call john at 5pm
C# NLP Engine Structure
Tokens – Token Definition
- A hierarchy of Token-derived classes
- Uses inheritance, e.g. TokenOn is a TokenOnOff is a TokenState is a Token. This allows a single sentence rule to handle multiple cases, e.g. On and Off
- Derived from base Token class
- Simple tokens are a set of words, e.g. « is | are »
- Complex tokens have a parser, e.g. TokenDouble
A Simple Token Definition
public class TokenPersonalPronoun : TokenGenericNoun { internal static string wordz { get { return "he,him,she,her,them"; } } }
- Recognizes any of the words specified
- Can use inheritance (as in this example)
A Complex Token
public abstract class TokenNumber : Token { public static IEnumerable<TokenResult> Initialize(string input) { …
- Initialize method parses input and returns one or more possible parses.
TokenNumber is a good example:
- Parses any numeric value and returns one or more of TokenInt, TokenLong, TokenIntOrdinal, TokenDouble, or TokenPercentage results.
The catch-all TokenPhrase
public class TokenPhrase : Token
TokenPhrase matches anything, especially anything in quote marks
e.g. add a reminder "call Bruno at 4pm"
The sentence signature to recognize this could be
(…, TokenAdd, TokenReminder, TokenPhrase, TokenExactTime)
This would match the rule too …
add a reminder discuss 6pm conference call with Bruno at 4pm
TemporalTokens
A complete set of tokens and related classes for representing time
- Point in time, e.g. today at 5pm
- Approximate time, e.g. who called at 5pm today
- Finite sequence, e.g. every Thursday in May 2009
- Infinite sequence, e.g. every Thursday
- Ambiguous time with context, e.g. remind me on Tuesday (context means it is next Tuesday)
- Null time
- Unknowable/incomprehensible time
TemporalTokens (Cont.)
Code to merge any sequence of temporal tokens to the smallest canonical representation,
e.g.
the first thursday in may 2009
->
{TIMETHEFIRST the first} + {THURSDAY thursday} + {MAY in may} + {INT 2009 -> 2009}
->
[TEMPORALSETFINITESINGLEINTERVAL [Thursday 5/7/2009] ]
TemporalTokens (Cont.)
Finite TemporalClasses provide
All TemporalClasses provide
Existing Token Types
- Numbers (double, long, int, percentage, phone, temperature)
- File names, Directories
- URLs, Domain names
- Names, Companies, Addresses
- Rooms, Lights, Sensors, Sprinklers, …
- States (On, Off, Dim, Bright, Loud, Quiet, …)
- Units of Time, Weight, Distance
- Songs, albums, artists, genres, tags
- Temporal expressions
- Commands, verbs, nouns, pronouns, …
Rules – A simple rule
/// <summary> /// Set a light to a given state /// </summary> private static void LightState(NLPState st, TokenLight tlight, TokenStateOnOff ts) { if (ts.IsTrueState == true) tlight.ForceOn(st.Actor); if (ts.IsTrueState == false) tlight.ForceOff(st.Actor); st.Say("I turned it " + ts.LowerCased); }
Any method matching this signature is a sentence rule:- NLPState, Token*
Rule matching respects inheritance, and variable repeats … (NLPState st, TokenThing tt, TokenState tokenState, TokenTimeConstraint[] constraints)
Rules are discovered on startup using Reflection and an efficient parse graph is built allowing rapid detection and rejection of incoming sentences.
State – NLPState
- Every sentence method takes an NLPState first parameter
- State includes RememberedObject(s) allowing sentences to react to anything that happened earlier in a conversation
- Non-interactive uses can pass a dummy state
- State can be per-user or per-conversation for non-realtime conversations like email
- Chat (e.g Jabber/Gtalk)
- Web chat
- Calendar (do X at time Y)
- Rich client application
- Strongly-typed natural language engine
- Compile time checking, inheritance, …
- Define tokens and sentences (rules) in C#
- Strongly-typed tokens: numbers, percentages, times, dates, file names, urls, people, business objects, …
- Builds an efficient parse graph
- Tracks conversation history
- Company names, locations, documents, …
- From TimeExpressions
User Interface
Works with a variety of user interfaces
Summary
Future plans
Expanded corpus of knowledge
Generate iCal/Gdata Recurrence