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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…

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…

Comprehensive IT support teams in large scale organizations require more man power for handling engagement and requests of employees from different channels on a 24*7 basis. Automated email technical queries help desk is proposed to have…

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…

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…

Although information workers may complain about meetings, they are an essential part of their work life. Consequently, busy people spend a significant amount of time scheduling meetings. We present Calendar.help, a system that provides…

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…

IT helpdesks are charged with the task of responding quickly to user queries. To give the user confidence that their query matters, the helpdesk will auto-reply to the user with confirmation that their query has been received and logged.…

One of the basic tasks which is responded for head of each university department, is employing lecturers based on some default factors such as experience, evidences, qualifies and etc. In this respect, to help the heads, some automatic…

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…

Many thousands of patent applications arrive at patent offices around the world every day. One important subtask when a patent application is submitted is to assign one or more classification codes from the complex and hierarchical patent…

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…

Ticketing system is common in Technical Support in Information Technology Industry. At present time, even management is using it. It serves as a way to connect the company and the client, end to end. The researchers conducted research where…

Travelling salesman problem is a problem which is of high interest for researchers, industry professionals, and academicians. Visitor or salesman used to face lot of problems with respect to scheduling based on meeting top ranked clients.…

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…

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.…

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…

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…

High performance computing (HPC) user support teams are the first line of defense against large-scale problems, as they are often the first to learn of problems reported by users. Developing tools to better assist support teams in solving…

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:…