Related papers: TaDaa: real time Ticket Assignment Deep learning A…
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…
Resolution of incidents or problem tickets is a common theme in service industries in any sector, including billing and charging systems in telecom domain. Machine learning can help to identify patterns and suggest resolutions for the…
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…
The ticket automation provides crucial support for the normal operation of IT software systems. An essential task of ticket automation is to assign experts to solve upcoming tickets. However, facing thousands of tickets, inappropriate…
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…
Manual classification of IT service desk tickets may result in routing of the tickets to the wrong resolution group. Incorrect assignment of IT service desk tickets leads to reassignment of tickets, unnecessary resource utilization and…
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…
Machine learning has been used in all kinds of fields. In this article, we introduce how machine learning can be applied into time series problem. Especially, we use the airline ticket prediction problem as our specific problem. Airline…
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…
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…
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…
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…
Predicting the success of Conversational Task Assistants (CTA) can be critical to understand user behavior and act accordingly. In this paper, we propose TB-Rater, a Transformer model which combines conversational-flow features with user…
Next-day delivery logistics services are redefining the industry by increasingly focusing on customer service. A challenge each logistics service provider faces is to jointly optimize time window assignment and vehicle routing for such…
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…
Prioritizing service tickets in IT Service Management (ITSM) is critical for operational efficiency but remains challenging due to noisy textual inputs, subjective writing styles, and pronounced class imbalance. We evaluate two families of…
In online advertising, users may be exposed to a range of different advertising campaigns, such as natural search or referral or organic search, before leading to a final transaction. Estimating the contribution of advertising campaigns on…
Efficient issue assignment in software development relates to faster resolution time, resources optimization, and reduced development effort. To this end, numerous systems have been developed to automate issue assignment, including AI and…
Expert decision-makers (DMs) in high-stakes AI-assisted decision-making (AIaDM) settings receive and reconcile recommendations from AI systems before making their final decisions. We identify distinct properties of these settings which are…
Ticket troubleshooting refers to the process of analyzing and resolving problems that are reported through a ticketing system. In large organizations offering a wide range of services, this task is highly complex due to the diversity of…