相关论文: Improving IT Support by Enhancing Incident Managem…
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…
In this paper we present our experience during design, development, and pilot deployments of a data-driven machine learning based application maintenance solution. We implemented a proof of concept to address a spectrum of interrelated…
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…
The management of modern IT systems poses unique challenges, necessitating scalability, reliability, and efficiency in handling extensive data streams. Traditional methods, reliant on manual tasks and rule-based approaches, prove…
Emotion recognition and sentiment analysis are pivotal tasks in speech and language processing, particularly in real-world scenarios involving multi-party, conversational data. This paper presents a multimodal approach to tackle these…
Humans express feelings or emotions via different channels. Take language as an example, it entails different sentiments under different visual-acoustic contexts. To precisely understand human intentions as well as reduce the…
Advances in AI have introduced several strong models in computational pathology to usher it into the era of multi-modal diagnosis, analysis, and interpretation. However, the current pathology-specific visual language models still lack…
This pilot study presents the development of the InfoTech Assistant, a domain-specific, multimodal chatbot engineered to address queries in bridge evaluation and infrastructure technology. By integrating web data scraping, large language…
The rapid growth in terms of the availability of transportation data provides great potential for the introduction of emerging data-driven methodologies into transportation-related research and development efforts. However, advanced…
As artificial intelligence (AI) systems become increasingly deployed across the world, they are also increasingly implicated in AI incidents - harm events to individuals and society. As a result, industry, civil society, and governments…
As AI agents become more widely deployed, we are likely to see an increasing number of incidents: events involving AI agent use that directly or indirectly cause harm. For example, agents could be prompt-injected to exfiltrate private…
Autonomous driving technology has advanced significantly, yet detecting driving anomalies remains a major challenge due to the long-tailed distribution of driving events. Existing methods primarily rely on single-modal road condition video…
AI-enabled decision-support systems aim to help medical providers rapidly make decisions with limited information during medical emergencies. A critical challenge in developing these systems is supporting providers in interpreting the…
Effective incident management in large-scale IT systems relies on troubleshooting guides (TSGs), but their manual execution is slow and error-prone. While recent advances in LLMs offer promise for automating incident management tasks,…
The improved competence of generative models can help building multi-modal virtual assistants that leverage modalities beyond language. By observing humans performing multi-step tasks, one can build assistants that have situational…
Prioritizing service tickets in IT Service Management (ITSM) is critical for operational efficiency but remains challenging due to noisy textual inputs, subjective writing styles, and pronounced class imbalance. We evaluate two families of…
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…
In today's world, emotional support is increasingly essential, yet it remains challenging for both those seeking help and those offering it. Multimodal approaches to emotional support show great promise by integrating diverse data sources…
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…
Management of crowd information in public transportation (PT) systems is crucial, both to foster sustainable mobility, by increasing the user's comfort and satisfaction during normal operation, as well as to cope with emergency situations,…