相关论文: Customer Support Ticket Escalation Prediction usin…

Booking control problems are sequential decision-making problems that occur in the domain of revenue management. More precisely, freight booking control focuses on the problem of deciding to accept or reject bookings: given a limited…

Resolution of incidents or problem tickets is a common theme in service industries in any sector, including billing and charging systems in telecom domain. Machine learning can help to identify patterns and suggest resolutions for the…

Manual classification of IT service desk tickets may result in routing of the tickets to the wrong resolution group. Incorrect assignment of IT service desk tickets leads to reassignment of tickets, unnecessary resource utilization and…

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…

The railway ticketing system is one of the most important public service infrastructure. In peak periods such as holidays, it is often faced with the challenge of high concurrency scenarios because of a large number of users accessing at…

Feature requests are proposed by users to request new features or enhancements of existing features of software products, which represent users' wishes and demands. Satisfying users' demands can benefit the product from both competitiveness…

Background: Requirement engineering is often considered a critical activity in system development projects. The increasing complexity of software, as well as number and heterogeneity of stakeholders, motivate the development of methods and…

Supply chain operations generate vast amounts of operational data; however, critical knowledge such as system usage practices, troubleshooting workflows, and resolution techniques often remains buried within unstructured communications like…

Customer retention is one of the primary goals in the area of customer relationship management. A mass of work exists in which machine learning models or business rules are established to predict churn. However, targeting users at an early…

Demand forecasting is extremely important in revenue management. After all, it is one of the inputs to an optimisation method which aim is to maximize revenue. Most, if not all, forecasting methods use historical data to forecast the…

Machine learning has been used in all kinds of fields. In this article, we introduce how machine learning can be applied into time series problem. Especially, we use the airline ticket prediction problem as our specific problem. Airline…

User churn, characterized by customers ending their relationship with a business, has profound economic consequences across various Business-to-Customer scenarios. For numerous system-to-user actions, such as promotional discounts and…

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…

Train operational incidents are so far diagnosed individually and manually by train maintenance technicians. In order to assist maintenance crews in their responsiveness and task prioritization, a learning machine is developed and deployed…

During acceptance testing customers assess whether a system meets their expectations and often identify issues that should be improved. These findings have to be communicated to the developers a task we observed to be error prone,…

We assess the demand effects of discounts on train tickets issued by the Swiss Federal Railways, the so-called `supersaver tickets', based on machine learning, a subfield of artificial intelligence. Considering a survey-based sample of…

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…

Predicting if passengers in a connecting flight will lose their connection is paramount for airline profitability. We present novel machine learning-based decision support models for the different stages of connection flight management,…

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…

One of the service providers in the financial service sector, who provide premium service to the customers, wanted to harness the power of data analytics as data mining can uncover valuable insights for better decision making. Therefore,…