Neural Knowledge Extraction From Cloud Service Incidents

The move from boxed products to services and the widespread adoption of cloud computing has had a huge impact on the software development life cycle and DevOps processes. Particularly, incident management has become critical for developing and operating large-scale services. Prior work on incident management has heavily focused on the challenges with incident triaging and de-duplication. In this work, we address the fundamental problem of structured knowledge extraction from service incidents. We have built SoftNER, a framework for unsupervised knowledge extraction from service incidents. We frame the knowledge extraction problem as a Named-Entity Recognition task for extracting factual information. SoftNER leverages structural patterns like key value pairs and tables for bootstrapping the training data. Further, we build a novel multitask learning based BiLSTM-CRF model which leverages not just the semantic context but also the data-types for named-entity extraction. We have deployed SoftNER at Microsoft, a major cloud service provider and have evaluated it on more than 2 months of cloud incidents. We show that the unsupervised machine learning pipeline has a high precision of 0.96. Our multi-task learning based deep learning model also outperforms the state of the art NER models. Lastly, using the knowledge extracted by SoftNER we are able to build significantly more accurate models for important downstream tasks like incident triaging.