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Background: It has long been suggested that user feedback, typically written in natural language by end-users, can help issue detection. However, for large-scale online service systems that receive a tremendous amount of feedback, it…
Software Engineering activities are information intensive. Research proposes Information Retrieval (IR) techniques to support engineers in their daily tasks, such as establishing and maintaining traceability links, fault identification, and…
Heavy use of spreadsheets by organisations bears many potential risks such as errors, ambiguity, data loss, duplication, and fraud. In this paper these risks are briefly outlined along with their available mitigation methods such as:…
Production planning must account for uncertainty in a production system, arising from fluctuating demand forecasts. Therefore, this article focuses on the integration of updated customer demand into the rolling horizon planning cycle. We…
As more and more multi-tier services are developed from commercial off-the-shelf components or heterogeneous middleware without source code available, both developers and administrators need a request tracing tool to (1) exactly know how a…
In online retail, customer acquisition typically incurs higher costs than customer retention, motivating firms to invest in churn analytics. However, many contemporary churn models operate as opaque black boxes, limiting insight into the…
In the framework of the ESPRIT project 28620 "TIRAN" (tailorable fault tolerance frameworks for embedded applications), a toolset of error detection, isolation, and recovery components is being designed to serve as a basic means for…
The purpose of requirements engineering (RE) is to make sure that the expectations and needs of the stakeholders of a software system are met. Emotional needs can be captured as emotional requirements that represent how the end user should…
Modern security operation centers (SOCs) rely on operators and a tapestry of logging and alerting tools with large scale collection and query abilities. SOC investigations are tedious as they rely on manual efforts to query diverse data…
To harness the potential of advanced computing technologies, efficient (real time) analysis of large amounts of data is as essential as are front-line simulations. In order to optimise this process, experts need to be supported by…
As the complexity of enterprise systems increases, the need for monitoring and analyzing such systems also grows. A number of companies have built sophisticated monitoring tools that go far beyond simple resource utilization reports. For…
Efficient and appropriate online customer service is essential to large e-commerce businesses. Existing solution recommendation methods for online customer service are unable to determine the best solutions at runtime, leading to poor…
With the rise of social media like Twitter and distribution platforms like app stores, users have various ways to express their opinions about software products. Popular software vendors get user feedback thousandfold per day. Research has…
Public-transit systems face a number of operational challenges: (a) changing ridership patterns requiring optimization of fixed line services, (b) optimizing vehicle-to-trip assignments to reduce maintenance and operation codes, and (c)…
Critical Infrastructure Protection is one of the main challenges of last years. Security Information and Event Management (SIEM) systems are widely used for coping with this challenge. However, they currently present several limitations…
The desktop GUI catalogue analysis tool TOPCAT, and its command-line counterpart STILTS, offer among other capabilities visual exploration of locally stored tables containing millions of rows or more. They offer many variations on the theme…
Practitioners are poorly supported by the scientific literature when managing traceability information models (TIMs), which capture the structure and semantics of trace links. In practice, companies manage their TIMs in very different ways,…
It is time-saving to build a reading assistant for customer service representations (CSRs) when reading user manuals, especially information-rich ones. Current solutions don't fit the online custom service scenarios well due to the lack of…
Effective decision making from randomised controlled clinical trials relies on robust interpretation of the numerical results. However, the language we use to describe clinical trials can cause confusion both in trial design and in…
Accurate and complete product descriptions are crucial for e-commerce, yet seller-provided information often falls short. Customer reviews offer valuable details but are laborious to sift through manually. We present PRAISE: Product Review…