Related papers: ESSMArT Way to Manage User Requests
Managing support tickets in large, multi-product organizations is difficult. Failure to meet the expectations of customers can lead to the escalation of support tickets, which is costly for IBM in terms of customer relationships and…
Understanding and keeping the customer happy is a central tenet of requirements engineering. Strategies to gather, analyze, and negotiate requirements are complemented by efforts to manage customer input after products have been deployed.…
Understanding and keeping the customer happy is a central tenet of requirements engineering. Strategies to gather, analyze, and negotiate requirements are complemented by efforts to manage customer input after products have been deployed.…
Large software organizations handle many customer support issues every day in the form of bug reports, feature requests, and general misunderstandings as submitted by customers. Strategies to gather, analyze, and negotiate requirements are…
A review of over 160,000 customer cases indicates that about 90% of time is spent by the product support for solving around 10% of subset of tickets where a trivial solution may not exist. Many of these challenging cases require the support…
Video consumption is being shifted from sit-and-watch to selective skimming. Existing video player interfaces, however, only provide indirect manipulation to support this emerging behavior. Video summarization alleviates this issue to some…
The tracking and timely resolution of service requests is one of the major challenges in agile project management. Having an efficient solution to this problem is a key requirement for Walmart to facilitate seamless collaboration across its…
Ticket assignment/dispatch is a crucial part of service delivery business with lot of scope for automation and optimization. In this paper, we present an end-to-end automated helpdesk email ticket assignment system, which is also offered as…
Recommender systems (RSs) are intelligent filtering methods that suggest items to users based on their inferred preferences, derived from their interaction history on the platform. Collaborative filtering-based RSs rely on users past…
Agile methodologies have become increasingly popular in recent years. Due to its inherent nature, agile methodologies involve stakeholders with a wide range of expertise and require interaction between them, relying on collaboration and…
Corporations today face increasing demands for the timely and effective delivery of customer service. This creates the need for a robust and accurate automated solution to what is formally known as the ticket routing problem. This task is…
Prior studies have demonstrated that approaches to generate an answer summary for a given technical query in Software Question and Answer (SQA) sites are desired. We find that existing approaches are assessed solely through user studies.…
Clinical documentation and data retrieval within Electronic Health Records (EHRs) contribute substantially to clinician workload and burnout. To address this, we developed Scout, an LLM-based EHR search and synthesis platform that enables…
User simulation is increasingly vital to develop and evaluate recommender systems (RSs). While Large Language Models (LLMs) offer promising avenues to simulate user behavior, they often struggle with the absence of specific task alignment…
Software support ticket escalations can be an extremely costly burden for software organizations all over the world. Consequently, there exists an interest in researching how to better enable support analysts to handle such escalations. In…
Text summarization tasks commonly employ Pre-trained Language Models (PLMs) to fit diverse standard datasets. While these PLMs excel in automatic evaluations, they frequently underperform in human evaluations, indicating a deviation between…
Recommender systems are one of the most successful applications of machine learning and data science. They are successful in a wide variety of application domains, including e-commerce, media streaming content, email marketing, and…
Requirements elicitation interviews are crucial for gathering system requirements but heavily depend on skilled analysts, making them resource-intensive, susceptible to human biases, and prone to miscommunication. Recent advancements in…
Crowdsourced software development (CSD) offers a series of specified tasks to a large crowd of trustworthy software workers. Topcoder is a leading platform to manage the whole process of CSD. While increasingly accepted as a realistic…
Mobile applications have become indispensable companions in our daily lives. Spanning over the categories from communication and entertainment to healthcare and finance, these applications have been influential in every aspect. Despite…