相关论文: ECrits - Visualizing Support Ticket Escalation Ris…
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…
The accuracy of recommender systems influences their trust and decision-making when using them. Providing additional information, such as visualizations, offers context that would otherwise be lacking. However, the role of visualizations in…
Electronic tickets (e-tickets) are electronic versions of paper tickets, which enable users to access intended services and improve services' efficiency. However, privacy may be a concern of e-ticket users. In this paper, a…
Accurate intent classification is critical for efficient routing in customer service, ensuring customers are connected with the most suitable agents while reducing handling times and operational costs. However, as companies expand their…
In current large-scale distributed key-value stores, a single end-user request may lead to key-value access across tens or hundreds of servers. The tail latency of these key-value accesses is crucial to the user experience and greatly…
In a typical Event-Based Surveillance setting, a stream of web documents is continuously monitored for disease reporting. A structured representation of the disease reporting events is extracted from the raw text, and the events are then…
Over time, software systems suffer gradual quality decay and therefore costs can rise if organizations fail to take proactive countermeasures. Quality control is the first step to avoiding this cost trap. Continuous quality assessments help…
The information technology and security stakeholders like CIOs, CISOs and CTOs in financial services organization are often asked to identify the risks with mobile computing channel for financial services that they support. They are also…
In recent years there has been widespread concern in the scientific community over a reproducibility crisis. Among the major causes that have been identified is statistical: In many scientific research the statistical analysis (including…
The aim of a clinical decision support tool is to reduce the complexity of clinical decisions. However, when decision support tools are poorly implemented they may actually confuse physicians and complicate clinical care. This paper argues…
Context: Mining software repositories is a popular means to gain insights into a software project's evolution, monitor project health, support decisions and derive best practices. Tools supporting the mining process are commonly applied by…
Online controlled experiments are the primary tool for measuring the causal impact of product changes in digital businesses. It is increasingly common for digital products and services to interact with customers in a personalised way. Using…
When a dangerous international crisis begins, leaders need to know whether their next move is going to resolve the dispute or amplify it out of control. Theories of conflict have mainly served to deepen the confusion, revealing fighting,…
When deploying time series forecasting models based on machine learning to real world settings, one often encounter situations where the data distribution drifts. Such drifts expose the forecasting models to out-of-distribution (OOD) data,…
This paper is based on a case study of an IT organization in a large, US-based healthcare provider, and develops simluation models to identify areas for performance improvement. These organizations are often grouped into departments by…
The collection of large, complex datasets has become common across a wide variety of domains. Visual analytics tools increasingly play a key role in exploring and answering complex questions about these large datasets. However, many…
GitHub's issue reports provide developers with valuable information that is essential to the evolution of a software development project. Contributors can use these reports to perform software engineering tasks like submitting bugs,…
TOPCAT is a desktop application for interactive analysis of tabular data, especially source catalogues. Along with its command-line counterpart STILTS, it has been under more or less continuous development for the past 15 years and is now…
Shuttle buses have been a popular means to move commuters sharing similar origins and destinations during periods of high travel demand. However, planning and deploying reasonable, customized service bus systems becomes challenging when the…
Database Management Systems (DBMSs) process a given query by creating a query plan, which is subsequently executed, to compute the query's result. Deriving an efficient query plan is challenging, and both academia and industry have invested…