相关论文: Customer Support Ticket Escalation Prediction usin…

Large software organizations handle many customer support issues every day in the form of bug reports, feature requests, and general misunderstandings as submitted by customers. Strategies to gather, analyze, and negotiate requirements are…

Understanding and keeping the customer happy is a central tenet of requirements engineering. Strategies to gather, analyze, and negotiate requirements are complemented by efforts to manage customer input after products have been deployed.…

Managing support tickets in large, multi-product organizations is difficult. Failure to meet the expectations of customers can lead to the escalation of support tickets, which is costly for IBM in terms of customer relationships and…

Software support ticket escalations can be an extremely costly burden for software organizations all over the world. Consequently, there exists an interest in researching how to better enable support analysts to handle such escalations. In…

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…

Ticketing system is common in Technical Support in Information Technology Industry. At present time, even management is using it. It serves as a way to connect the company and the client, end to end. The researchers conducted research where…

High performance computing (HPC) user support teams are the first line of defense against large-scale problems, as they are often the first to learn of problems reported by users. Developing tools to better assist support teams in solving…

In large-scale cloud service systems, support tickets serve as a critical mechanism for resolving customer issues and maintaining service quality. However, traditional manual ticket escalation processes encounter significant challenges,…

We examine the process of engineering features for developing models that improve our understanding of learners' online behavior in MOOCs. Because feature engineering relies so heavily on human insight, we argue that extra effort should be…

Automation of support ticket classification is crucial to improve customer support performance and shortening resolution time for customer inquiries. This research aims to test the applicability of automated machine learning (AutoML) as a…

It is of high interest for a company to identify customers expected to bring the largest profit in the upcoming period. Knowing as much as possible about each customer is crucial for such predictions. However, their demographic data,…

IT support services industry is going through a major transformation with AI becoming commonplace. There has been a lot of effort in the direction of automation at every human touchpoint in the IT support processes. Incident management is…

Quality and market acceptance of software products is strongly influenced by responsiveness to user requests. Once a request is received from a customer, decisions need to be made if the request should be escalated to the development team.…

This study explores the enhancement of customer satisfaction in the airline industry, a critical factor for retaining customers and building brand reputation, which are vital for revenue growth. Utilizing a combination of machine learning…

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…

Corporations today face increasing demands for the timely and effective delivery of customer service. This creates the need for a robust and accurate automated solution to what is formally known as the ticket routing problem. This task is…

Since internet technologies have advanced, one of the primary factors in company development is customer happiness. Online platforms have become prominent places for sharing reviews. Twitter is one of these platforms where customers…

In this paper, the challenges of maintaining a healthy IT operational environment have been addressed by proactively analyzing IT Service Desk tickets, customer satisfaction surveys, and social media data. A Cognitive solution goes beyond…

Business Processes, i.e., a set of coordinated tasks and activities to achieve a business goal, and their continuous improvements are key to the operation of any organization. In banking, business processes are increasingly dynamic as…

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…