相关论文: What do Support Analysts Know about Their Customer…
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.…
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…
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…
Software support ticket escalations can be an extremely costly burden for software organizations all over the world. Consequently, there exists an interest in researching how to better enable support analysts to handle such escalations. In…
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…
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…
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…
IT environments typically have logging mechanisms to monitor system health and detect issues. However, the huge volume of generated logs makes manual inspection impractical, highlighting the importance of automated log analysis in IT…
Supply chain operations generate vast amounts of operational data; however, critical knowledge such as system usage practices, troubleshooting workflows, and resolution techniques often remains buried within unstructured communications like…
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…
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,…
This study explores the enhancement of customer satisfaction in the airline industry, a critical factor for retaining customers and building brand reputation, which are vital for revenue growth. Utilizing a combination of machine learning…
Since internet technologies have advanced, one of the primary factors in company development is customer happiness. Online platforms have become prominent places for sharing reviews. Twitter is one of these platforms where customers…
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.…
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…
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.…
Software maintenance and evolution involves critical activities for the success of software projects. To support such activities and keep code up-to-date and error-free, software communities make use of issue trackers, i.e., tools for…
Background: Requirement engineering is often considered a critical activity in system development projects. The increasing complexity of software, as well as number and heterogeneity of stakeholders, motivate the development of methods and…
The most important goal of customer services is to keep the customer satisfied. However, service resources are always limited and must be prioritized. Therefore, it is important to identify customers who potentially become unsatisfied and…
One of the service providers in the financial service sector, who provide premium service to the customers, wanted to harness the power of data analytics as data mining can uncover valuable insights for better decision making. Therefore,…