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As academic literature proliferates, traditional review methods are increasingly challenged by the sheer volume and diversity of available research. This article presents a study that aims to address these challenges by enhancing the…
We investigate ten years of user support emails in the large-scale solver library PETSc in order to identify changes in user requests. For this purpose we assign each email thread to one or several categories describing the type of support…
Spam emails are unsolicited, annoying and sometimes harmful messages which may contain malware, phishing or hoaxes. Unlike most studies that address the design of efficient anti-spam filters, we approach the spam email problem from a…
Using machine learning (ML) techniques in general and deep learning techniques in specific needs a certain amount of data often not available in large quantities in technical domains. The manual inspection of machine tool components and the…
Intelligent features in email service applications aim to increase productivity by helping people organize their folders, compose their emails and respond to pending tasks. In this work, we explore a new application, Smart-To-Do, that helps…
Technical support problems are often long and complex. They typically contain user descriptions of the problem, the setup, and steps for attempted resolution. Often they also contain various non-natural language text elements like outputs…
Phishing attacks remain among the most prevalent cybersecurity threats, causing significant financial losses for individuals and organizations worldwide. This paper presents a machine learning-based phishing email detection system that…
The increasing capabilities of machine learning models, such as vision-language and multimodal language models, are placing growing demands on data in automotive systems engineering, making the quality and relevance of collected data…
Over the last years, machine learning techniques have been applied to more and more application domains, including software engineering and, especially, software quality assurance. Important application domains have been, e.g., software…
Computer Emergency Response Teams (CERTs) face increasing challenges processing the growing volume of security-related information. Daily manual analysis of threat reports, security advisories, and vulnerability announcements leads to…
Automated machine learning (AutoML) aims to find optimal machine learning solutions automatically given a machine learning problem. It could release the burden of data scientists from the multifarious manual tuning process and enable the…
Machine learning (ML) has proven itself in high-value web applications such as search ranking and is emerging as a powerful tool in a much broader range of enterprise scenarios including voice recognition and conversational understanding…
The application of machine learning techniques to large-scale personalized recommendation problems is a challenging task. Such systems must make sense of enormous amounts of implicit feedback in order to understand user preferences across…
Security Operations Centers (SOCs) face growing challenges in managing cybersecurity threats due to an overwhelming volume of alerts, a shortage of skilled analysts, and poorly integrated tools. Human-AI collaboration offers a promising…
Large language models (LLMs) are emerging as key enablers of automation in domains such as telecommunications, assisting with tasks including troubleshooting, standards interpretation, and network optimization. However, their deployment in…
Bulk email is widely used in organizations to communicate messages to employees. It is an important tool in making employees aware of policies, events, leadership updates, etc. However, in large organizations, the problem of overwhelming…
The use of large language models (LLMs) such as OpenAI's GPT-4 in technical customer support (TCS) has the potential to revolutionize this area. This study examines automated text correction, summarization of customer inquiries and question…
Machine Learning (ML) seems to be one of the most promising solution to automate partially or completely some of the complex tasks currently realized by humans, such as driving vehicles, recognizing voice, etc. It is also an opportunity to…
IT support services industry is going through a major transformation with AI becoming commonplace. There has been a lot of effort in the direction of automation at every human touchpoint in the IT support processes. Incident management is…
Automation engineering is the task of integrating, via software, various sensors, actuators, and controls for automating a real-world process. Today, automation engineering is supported by a suite of software tools including integrated…