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Software engineering practices such as constructing requirements and establishing traceability help ensure systems are safe, reliable, and maintainable. However, they can be resource-intensive and are frequently underutilized. To alleviate…
Emotional support conversation (ESC) aims to alleviate distress through empathetic dialogue, yet large language models (LLMs) face persistent challenges in delivering effective ESC due to low accuracy in strategy planning. Moreover, there…
Computer Emergency Response Teams (CERTs) face increasing challenges processing the growing volume of security-related information. Daily manual analysis of threat reports, security advisories, and vulnerability announcements leads to…
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…
In cloud systems, incidents are potential threats to customer satisfaction and business revenue. When customers are affected by incidents, they often request customer support service (CSS) from the cloud provider by submitting a support…
The rapid evolution of the telecommunication industry necessitates efficient troubleshooting processes to maintain network reliability, software maintainability, and service quality. Trouble Reports (TRs), which document issues in…
Scaling test-time computation improves performance across different tasks on large language models (LLMs), which has also been extended to tool-augmented agents. For these agents, scaling involves not only "thinking" in tokens but also…
The maintenance of big cities public transport service quality requires constant monitoring, which may become an expensive and time-consuming practice. The perception of quality, from the users point of view is an important aspect of…
The railway ticketing system is one of the most important public service infrastructure. In peak periods such as holidays, it is often faced with the challenge of high concurrency scenarios because of a large number of users accessing at…
Line managers form the first level of management in organizations, and must make complex decisions, while maintaining relationships with those impacted by their decisions. Amidst growing interest in technology-supported decision-making at…
Accurate predictions, as with machine learning, may not suffice to provide optimal healthcare for every patient. Indeed, prediction can be driven by shortcuts in the data, such as racial biases. Causal thinking is needed for data-driven…
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…
The main aim of decision support systems is to find solutions that satisfy user requirements. Often, this leads to predictability of those solutions, in the sense that having the input data and the model, an adversary or enemy can predict…
Affective computing has recently gained popularity, especially in the field of human-computer interaction systems, where effectively evoking and detecting emotions is of paramount importance to enhance users experience. However, several…
Managing software projects gets more and more complicated with an increasing project and product size. To cope with this complexity, many organizations use issue tracking systems, where tasks, bugs, and requirements are stored as issues.…
As an emerging computing paradigm, edge computing offers computing resources closer to the data sources, helping to improve the service quality of many real-time applications. A crucial problem is designing a rational pricing mechanism to…
This paper describes the process of developing data visualisations to enhance a commercial software platform for combating insider threat, whose existing UI, while perfectly functional, was limited in its ability to allow analysts to easily…
Recommendation systems aim to identify items that are likely to be of interest to users. In many cases, users are interested in package recommendations as collections of items. For example, a dietitian may wish to derive a dietary plan as a…
Trusted Computing is a security base technology that will perhaps be ubiquitous in a few years in personal computers and mobile devices alike. Despite its neutrality with respect to applications, it has raised some privacy concerns. We show…
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.…