Related papers: Improving IT Support by Enhancing Incident Managem…
Ticketing system is common in Technical Support in Information Technology Industry. At present time, even management is using it. It serves as a way to connect the company and the client, end to end. The researchers conducted research where…
In large-scale cloud service systems, support tickets serve as a critical mechanism for resolving customer issues and maintaining service quality. However, traditional manual ticket escalation processes encounter significant challenges,…
Supply chain operations generate vast amounts of operational data; however, critical knowledge such as system usage practices, troubleshooting workflows, and resolution techniques often remains buried within unstructured communications like…
In this paper, the challenges of maintaining a healthy IT operational environment have been addressed by proactively analyzing IT Service Desk tickets, customer satisfaction surveys, and social media data. A Cognitive solution goes beyond…
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.…
Institutions dependent on IT services and resources acknowledge the crucial significance of an IT help desk system, that act as a centralized hub connecting IT staff and users for service requests. Employing various Machine Learning models,…
Recent developments in image classification and natural language processing, coupled with the rapid growth in social media usage, have enabled fundamental advances in detecting breaking events around the world in real-time. Emergency…
An essential aspect of prioritizing incident tickets for resolution is efficiently labeling tickets with fine-grained categories. However, ticket data is often complex and poses several unique challenges for modern machine learning methods:…
Automation of support ticket classification is crucial to improve customer support performance and shortening resolution time for customer inquiries. This research aims to test the applicability of automated machine learning (AutoML) as a…
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 set of steps for implementing a chatbot, to support decision-making activities in the software incident management process is proposed and discussed in this article. Each step is presented independently of the platform used for the…
Software maintenance and evolution involves critical activities for the success of software projects. To support such activities and keep code up-to-date and error-free, software communities make use of issue trackers, i.e., tools for…
For a company looking to provide delightful user experiences, it is of paramount importance to take care of any customer issues. This paper proposes COTA, a system to improve speed and reliability of customer support for end users through…
IT companies are popular in the present time as technology arises in the entire world. Incidents and Requests for either clients or company internal are hard to manually track as it is a day-to-day transaction. To keep all the logs, IT…
In cloud systems, incidents are potential threats to customer satisfaction and business revenue. When customers are affected by incidents, they often request customer support service (CSS) from the cloud provider by submitting a support…
Incidents in microservice environments can be costly and challenging to recover from due to their complexity and distributed nature. Recent advancements in artificial intelligence (AI) offer promising solutions for improving incident…
This paper proposes TaDaa: Ticket Assignment Deep learning Auto Advisor, which leverages the latest Transformers models and machine learning techniques quickly assign issues within an organization, like customer support, help desk and alike…
Businesses have sought out new solutions to provide support and improve customer satisfaction as more products and services have become interconnected digitally. There is an inherent need for businesses to provide or outsource fast,…
Artificial Intelligence (AI) systems are transforming critical sectors such as healthcare, finance, and transportation, enhancing operational efficiency and decision-making processes. However, their deployment in high-stakes domains has…
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…