In recent years there has been a significant rethinking of corporate management, which is increasingly based on customer orientation principles. As a matter of fact, customer relationship management processes and systems are ever more popular and crucial to facing today’s business challenges. However, the large number of available customer communication stimuli coming from different (direct and indirect) channels, require automatic language processing techniques to help filter and qualify such stimuli, determine priorities, facilitate the routing of requests and reduce the response times. In this scenario, sentiment analysis plays an important role in measuring customer satisfaction, tracking consumer opinion, interacting with consumers and building customer loyalty. The research described in this paper proposes an approach based on Hierarchical Attention Networks for detecting the sentiment polarity of customer communications. Unlike other existing approaches, after initial training, the defined model can improve over time during system operation using the feedback provided by CRM operators thanks to an integrated incremental learning mechanism. The paper also describes the developed prototype as well as the dataset used for training the model which includes over 30.000 annotated items. The results of two experiments aimed at measuring classifier performance and validating the retraining mechanism are also presented and discussed. In particular, the classifier accuracy turned out to be better than that of other algorithms for the supported languages (macro-averaged f1-score of 0.89 and 0.79 for Italian and English respectively) and the retraining mechanism was able to improve the classification accuracy on new samples without degrading the overall system performance.

Video surveillance systems generated about 65% of the Universe Big Data in 2015. The development of systems for intelligent analysis of such a large amount of data is among the most investigated topics in the academia and commercial world. Recent outcomes in knowledge management and computational intelligence demonstrate the effectiveness of semantic technologies in several fields like image and text analysis, hand writing and speech recognition. In this paper a solution that, starting from the output of a people tracking algorithm, is able to recognize simple events (person falling to the ground) and complex ones (person aggression) is presented. The proposed solution uses semantic web technologies for automatically annotating the output produced by the tracking algorithm, a sets of rules for reasoning on these annotated data are also proposed. Such rules allow to define complex analytics functions demonstrating the effectiveness of hybrid approaches for event recognition.

Hand washing preparation can be considered as one of the main strategies for reducing the risk of surgical site contamination and thus the infections risks. Within this context, in this paper we propose an embedded system able to automatically analyze, in real-time, the sequence of images acquired by a depth camera to evaluate the quality of the handwashing procedure. In particular, the designed system runs on an NVIDIA Jetson Nano $$^{{\mathrm{TM}}}$$TM computing platform. We adopt a convolutional neural network, followed by a majority voting scheme, to classify the movement of the worker according to one of the ten gestures defined by the World Health Organization. To test the proposed system, we collect a dataset built by 74 different video sequences. The results achieved on this dataset confirm the effectiveness of the proposed approach.

Understanding the role played by genetic variations in diseases, exploring genomic variants and discovering disease-associated loci are among the most pressing challenges of genomic medicine. A huge and ever-increasing amount of information is available to researchers to address these challenges. Unfortunately, it is stored in fragmented ontologies and databases, which use heterogeneous formats and poorly integrated schemas. To overcome these limitations, we propose a linked data approach, based on the formalism of multilayer networks, able to integrate and harmonize biomedical information from multiple sources into a single dense network covering different aspects on Neuroendocrine Neoplasms (NENs). The proposed integration schema consists of three interconnected layers representing, respectively, information on the disease, on the affected genes, on the related biological processes and molecular functions. An easy-to-use client-server application was also developed to browse and search for information on the model supporting multilayer network analysis.