Related papers: Ticket-BERT: Labeling Incident Management Tickets …
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…
A large volume of accident reports is recorded in the aviation domain, which greatly values improving aviation safety. To better use those reports, we need to understand the most important events or impact factors according to the accident…
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…
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,…
Heavily overparameterized language models such as BERT, XLNet and T5 have achieved impressive success in many NLP tasks. However, their high model complexity requires enormous computation resources and extremely long training time for both…
Text Classification finds interesting applications in the pickup and delivery services industry where customers require one or more items to be picked up from a location and delivered to a certain destination. Classifying these customer…
Small and imbalanced datasets commonly seen in healthcare represent a challenge when training classifiers based on deep learning models. So motivated, we propose a novel framework based on BioBERT (Bidirectional Encoder Representations from…
Text classification problem is a very broad field of study in the field of natural language processing. In short, the text classification problem is to determine which of the previously determined classes the given text belongs to.…
Effective communication in automated chat systems hinges on the ability to understand and respond to context. Traditional models often struggle with determining when additional context is necessary for generating appropriate responses. This…
Event coreference continues to be a challenging problem in information extraction. With the absence of any external knowledge bases for events, coreference becomes a clustering task that relies on effective representations of the context in…
Neural networks provide new possibilities to automatically learn complex language patterns and query-document relations. Neural IR models have achieved promising results in learning query-document relevance patterns, but few explorations…
Issue tracking systems are used in the software industry for the facilitation of maintenance activities that keep the software robust and up to date with ever-changing industry requirements. Usually, users report issues that can be…
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…
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…
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,…
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…
Entity linking, the task of mapping textual mentions to known entities, has recently been tackled using contextualized neural networks. We address the question whether these results -- reported for large, high-quality datasets such as…
Large-scale pre-trained language model such as BERT has achieved great success in language understanding tasks. However, it remains an open question how to utilize BERT for language generation. In this paper, we present a novel approach,…
This research showcases the innovative integration of Large Language Models into machine learning workflows for traffic incident management, focusing on the classification of incident severity using accident reports. By leveraging features…
Protecting privileged communications and data from inadvertent disclosure is a paramount task in the US legal practice. Traditionally counsels rely on keyword searching and manual review to identify privileged documents in cases. As data…