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Reliable effort estimation remains an ongoing challenge to software engineers. Accurate effort estimation is the state of art of software engineering, effort estimation of software is the preliminary phase between the client and the…
Customer reviews represent a very rich data source from which we can extract very valuable information about different online shopping experiences. The amount of the collected data may be very large especially for trendy items (products,…
Sentiment analysis methods have become popular for investigating human communication, including discussions related to software projects. Since general-purpose sentiment analysis tools do not fit well with the information exchanged by…
Workflow technology is widely used to facilitate the business process in enterprise information systems (EIS), and it has the potential to reduce design time, enhance product quality and decrease product cost. However, significant…
Recommender system exists everywhere in the business world. From Goodreads to TikTok, customers of internet products become more addicted to the products thanks to the technology. Industrial practitioners focus on increasing the technical…
Guided troubleshooting is an inherent task in the domain of technical support services. When a customer experiences an issue with the functioning of a technical service or a product, an expert user helps guide the customer through a set of…
The role of the services described in this paper is to support decisions in the Critical Infrastructure Protection (CIP) domain. Those services are perceived as the most fundamental functionalities, that will serve as a basis for the…
Application of models to data is fraught. Data-generating collaborators often only have a very basic understanding of the complications of collating, processing and curating data. Challenges include: poor data collection practices, missing…
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…
Issue Tracking Systems (ITSs), such as GitHub and Jira, are popular tools that support Software Engineering (SE) organisations through the management of ``issues'', which represent different SE artefacts such as requirements, development…
A key operational challenge for call centers is to decide, in real time, which waiting customer should be served by which available agent. This is known as skill-based routing, and the decision becomes especially difficult in large systems…
Efficient transfers to many recipients present a host of issues on Ethereum. First, accounts are identified by long and incompressible constants. Second, these constants have to be stored and communicated for each payment. Third, the…
The remote work ecosystem is transforming patterns of communication between teams and individuals located at distance. Particularly, the absence of certain subtle cues in current communication tools may hinder an online's meeting outcome by…
Virtualization, after having found widespread adoption in the server and desktop arena, is poised to change the architecture of embedded systems as well. The benefits afforded by virtualization - enhanced isolation, manageability,…
Uplift modeling is an emerging machine learning approach for estimating the treatment effect at an individual or subgroup level. It can be used for optimizing the performance of interventions such as marketing campaigns and product designs.…
Software maintainability critically depends on high-quality requirements descriptions and explicit traceability between requirements and code. Although automated code summarization (ACS) and requirements traceability (RT) techniques have…
The importance and pervasiveness of emotions in our lives makes affective computing a tremendously important and vibrant line of work. Systems for automatic emotion recognition (AER) and sentiment analysis can be facilitators of enormous…
Ticket assignment/dispatch is a crucial part of service delivery business with lot of scope for automation and optimization. In this paper, we present an end-to-end automated helpdesk email ticket assignment system, which is also offered as…
User preferences for automated assistance often vary widely, depending on the situation, and quality or presentation of help. Developing effectivemodels to learn individual preferences online requires domain models that associate…
Modern e-commerce platforms offer vast product selections, making it difficult for customers to find items that they like and that are relevant to their current session intent. This is why it is key for e-commerce platforms to have near…