Related papers: Designing a Bot for Efficient Distribution of Serv…
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…
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…
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…
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…
Quality and market acceptance of software products is strongly influenced by responsiveness to user requests. Once a request is received from a customer, decisions need to be made if the request should be escalated to the development team.…
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…
Context and motivation. Online user feedback is a valuable resource for requirements engineering, but its volume and noise make analysis difficult. Existing tools support individual feedback analysis tasks, but their capabilities are rarely…
Modern software teams frequently encounter delays in resolving recurring or related issues due to fragmented knowledge scattered across JIRA tickets, developer discussions, and GitHub pull requests (PRs). To address this challenge, we…
Kitting refers to the task of preparing and grouping necessary parts and tools (or "kits") for assembly in a manufacturing environment. Automating this process simplifies the assembly task for human workers and improves efficiency. Existing…
The task allocation problem in multi-robot systems (MRTA) is an NP-hard problem whose viable solutions are usually found by heuristic algorithms. Considering the increasing need of improvement on logistics, the use of robots for increasing…
We study the Joint Routing-Assignment (JRA) problem in which items must be assigned one-to-one to placeholders while simultaneously determining a Hamiltonian cycle visiting all nodes exactly once. Extending previous exact MIP solvers with…
This paper considers the dispatching of large-scale real-time ride-sharing systems to address congestion issues faced by many cities. The goal is to serve all customers (service guarantees) with a small number of vehicles while minimizing…
Robot allocation plays an essential role in facilitating robotic service provision across various domains. Yet the increasing number of users and the uncertainties regarding the users' true service requirements have posed challenges for the…
The semantic expert recommender extension for the Jira bug tracking system semantically searches for similar tickets in Jira and recommends experts and links to existing organizational (Wiki) knowledge for each ticket. This helps to avoid…
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…
In the elevator industry, reducing passenger journey time in an elevator system is a major aim. The key obstacle to optimising elevator dispatching is the unpredictable traffic flow of passengers. To address this difficulty, two main…
In order to ease the process of library management many technologies have been adopted but most of them focus on inventory management. There has hardly been any progress of automation in the field of issuing and returning books to the…
Lately, software development has become a predominantly online process, as more teams host and monitor their projects remotely. Sophisticated approaches employ issue tracking systems like Jira, predicting the time required to resolve issues…
In order to ensure efficient flow of goods in an automated warehouse and to guarantee its continuous distribution to/from picking stations in an effective way, decisions about which goods will be delivered to which particular picking…
Issue trackers, such as Jira, have become the prevalent collaborative tools in software engineering for managing issues, such as requirements, development tasks, and software bugs. However, issue trackers inherently focus on the lifecycle…