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A Real FA-Q to Customers

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Here's a question not asked frequently enough -- how do companies dream up their FAQs? Who are these ultra-inquisitive customers? Is this how corporations view the public?

Back in 2003, in my role as research assistant on Why Business People Speak Like Idiots, I scoured the information superhighway for FAQ comedy. And while poking around my archives yesterday, I found the results.

McDonald's, for example, sees its patrons as McEnthusiasts. Who among us hasn't wondered "How do I find out what my Happy Meal toys are worth?" or "How do I buy McDonald's merchandise?" The same die-hard fans must also be cheap and neurotic world travelers, hungry for discounts: "Can I use U.S. McDonald's gift certificates in foreign countries?"

The fine folks at Arby's were understandably tired of hearing "Arby's sounds like exactly the franchise I'm looking for and I like the quality and uniqueness of the food as well as the new building design. Whom do I call for more information?"

Many a produce manager at A&P has been peppered with one burning question - "What can you tell me about lettuce?"

Clumsy people can stop crying over spilled RC Cola ("Can you help me remove soda stains?" Yes!) The jobs of those investigating Dr. Pepper's ingredients just got a little easier ("Does Dr. Pepper contain prune juice?" No!) Coke addicts are rejoicing ("Is there any connection between soft drinks and kidney stones?" No, only obesity and tooth decay!)

The handful of people watching Miss Match have lit up the switchboard at NBC. "Who performs the Miss Match theme song?" is the first (most?) frequently asked question, with "Where can I find out about music featured on a Miss Match episode?" not far behind.

"What's wrong with rodeos?" asks PETA. Apparently, you won't be the first.

For some reason, Howard Dean supporters are asking "Why Dean rather than Kucinich?" Skeptical Kucinich followers are just asking "Didn't you bankrupt the city of Cleveland?"

Whoever said there are no stupid questions must work in PR.

[Like I said, these are a few years old. I'm sure the level of idiocy has only increased, and welcome any examples you may have stumbled upon.]

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iStock // Ekaterina Minaeva
technology
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Man Buys Two Metric Tons of LEGO Bricks; Sorts Them Via Machine Learning
May 21, 2017
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iStock // Ekaterina Minaeva

Jacques Mattheij made a small, but awesome, mistake. He went on eBay one evening and bid on a bunch of bulk LEGO brick auctions, then went to sleep. Upon waking, he discovered that he was the high bidder on many, and was now the proud owner of two tons of LEGO bricks. (This is about 4400 pounds.) He wrote, "[L]esson 1: if you win almost all bids you are bidding too high."

Mattheij had noticed that bulk, unsorted bricks sell for something like €10/kilogram, whereas sets are roughly €40/kg and rare parts go for up to €100/kg. Much of the value of the bricks is in their sorting. If he could reduce the entropy of these bins of unsorted bricks, he could make a tidy profit. While many people do this work by hand, the problem is enormous—just the kind of challenge for a computer. Mattheij writes:

There are 38000+ shapes and there are 100+ possible shades of color (you can roughly tell how old someone is by asking them what lego colors they remember from their youth).

In the following months, Mattheij built a proof-of-concept sorting system using, of course, LEGO. He broke the problem down into a series of sub-problems (including "feeding LEGO reliably from a hopper is surprisingly hard," one of those facts of nature that will stymie even the best system design). After tinkering with the prototype at length, he expanded the system to a surprisingly complex system of conveyer belts (powered by a home treadmill), various pieces of cabinetry, and "copious quantities of crazy glue."

Here's a video showing the current system running at low speed:

The key part of the system was running the bricks past a camera paired with a computer running a neural net-based image classifier. That allows the computer (when sufficiently trained on brick images) to recognize bricks and thus categorize them by color, shape, or other parameters. Remember that as bricks pass by, they can be in any orientation, can be dirty, can even be stuck to other pieces. So having a flexible software system is key to recognizing—in a fraction of a second—what a given brick is, in order to sort it out. When a match is found, a jet of compressed air pops the piece off the conveyer belt and into a waiting bin.

After much experimentation, Mattheij rewrote the software (several times in fact) to accomplish a variety of basic tasks. At its core, the system takes images from a webcam and feeds them to a neural network to do the classification. Of course, the neural net needs to be "trained" by showing it lots of images, and telling it what those images represent. Mattheij's breakthrough was allowing the machine to effectively train itself, with guidance: Running pieces through allows the system to take its own photos, make a guess, and build on that guess. As long as Mattheij corrects the incorrect guesses, he ends up with a decent (and self-reinforcing) corpus of training data. As the machine continues running, it can rack up more training, allowing it to recognize a broad variety of pieces on the fly.

Here's another video, focusing on how the pieces move on conveyer belts (running at slow speed so puny humans can follow). You can also see the air jets in action:

In an email interview, Mattheij told Mental Floss that the system currently sorts LEGO bricks into more than 50 categories. It can also be run in a color-sorting mode to bin the parts across 12 color groups. (Thus at present you'd likely do a two-pass sort on the bricks: once for shape, then a separate pass for color.) He continues to refine the system, with a focus on making its recognition abilities faster. At some point down the line, he plans to make the software portion open source. You're on your own as far as building conveyer belts, bins, and so forth.

Check out Mattheij's writeup in two parts for more information. It starts with an overview of the story, followed up with a deep dive on the software. He's also tweeting about the project (among other things). And if you look around a bit, you'll find bulk LEGO brick auctions online—it's definitely a thing!

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iStock
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Scientists Think They Know How Whales Got So Big
May 24, 2017
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iStock

It can be difficult to understand how enormous the blue whale—the largest animal to ever exist—really is. The mammal can measure up to 105 feet long, have a tongue that can weigh as much as an elephant, and have a massive, golf cart–sized heart powering a 200-ton frame. But while the blue whale might currently be the Andre the Giant of the sea, it wasn’t always so imposing.

For the majority of the 30 million years that baleen whales (the blue whale is one) have occupied the Earth, the mammals usually topped off at roughly 30 feet in length. It wasn’t until about 3 million years ago that the clade of whales experienced an evolutionary growth spurt, tripling in size. And scientists haven’t had any concrete idea why, Wired reports.

A study published in the journal Proceedings of the Royal Society B might help change that. Researchers examined fossil records and studied phylogenetic models (evolutionary relationships) among baleen whales, and found some evidence that climate change may have been the catalyst for turning the large animals into behemoths.

As the ice ages wore on and oceans were receiving nutrient-rich runoff, the whales encountered an increasing number of krill—the small, shrimp-like creatures that provided a food source—resulting from upwelling waters. The more they ate, the more they grew, and their bodies adapted over time. Their mouths grew larger and their fat stores increased, helping them to fuel longer migrations to additional food-enriched areas. Today blue whales eat up to four tons of krill every day.

If climate change set the ancestors of the blue whale on the path to its enormous size today, the study invites the question of what it might do to them in the future. Changes in ocean currents or temperature could alter the amount of available nutrients to whales, cutting off their food supply. With demand for whale oil in the 1900s having already dented their numbers, scientists are hoping that further shifts in their oceanic ecosystem won’t relegate them to history.

[h/t Wired]

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