Related papers: TickIt: Leveraging Large Language Models for Autom…
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…
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.…
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…
Accurately capturing feature interactions is essential in recommender systems, and recent trends show that scaling up model capacity could be a key driver for next-level predictive performance. While prior work has explored various model…
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:…
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.…
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…
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…
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…
Cloud systems have rapidly expanded worldwide in the last decade, shifting computational tasks to cloud servers where clients submit their requests. Among cloud workloads, latency-critical applications -- characterized by high-percentile…
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…
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…
Performance tuning can improve the system performance and thus enable the reduction of cloud computing resources needed to support an application. Due to the ever increasing number of parameters and complexity of systems, there is a…
The emergence of cloud computing has made dynamic provisioning of elastic capacity to applications on-demand. Cloud data centers contain thousands of physical servers hosting orders of magnitude more virtual machines that can be allocated…
Vehicles are becoming increasingly automated and interconnected, enabling the formation of cooperative intelligent transport systems (C-ITS) and the use of offboard services. As a result, cloud-native techniques, such as microservices and…
Incident management for cloud services is a complex process involving several steps and has a huge impact on both service health and developer productivity. On-call engineers require significant amount of domain knowledge and manual effort…
Large Language Models (LLMs) have demonstrated impressive capabilities as intelligent agents capable of solving complex problems. However, effective planning in scenarios involving dependencies between API or tool calls-particularly in…
Instruction tuning (IT) is crucial to tailoring large language models (LLMs) towards human-centric interactions. Recent advancements have shown that the careful selection of a small, high-quality subset of IT data can significantly enhance…
Recent advancements in large-scale models have showcased remarkable generalization capabilities in various tasks. However, integrating multimodal processing into these models presents a significant challenge, as it often comes with a high…
COMPLEX-IT is a case-based, mixed-methods platform for social inquiry into complex data/systems, designed to increase non-expert access to the tools of computational social science (i.e., cluster analysis, artificial intelligence, data…