相关论文: Customer Support Ticket Escalation Prediction usin…

In autonomous Mobility on Demand (MOD) systems, customers request rides from a fleet of shared vehicles that can be automatically positioned in response to customer demand. Recent approaches to MOD systems have focused on environments where…

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…

This paper proposes TaDaa: Ticket Assignment Deep learning Auto Advisor, which leverages the latest Transformers models and machine learning techniques quickly assign issues within an organization, like customer support, help desk and alike…

Customers who reach out for customer service support may face a range of issues that vary in complexity. Routing high-complexity contacts to junior agents can lead to multiple transfers or repeated contacts, while directing low-complexity…

Effective customer support requires not only accurate problem solving but also structured and empathetic communication aligned with professional standards. However, existing dialogue datasets often lack strategic guidance, and real-world…

For online resource allocation problems, we propose a new demand arrival model where the sequence of arrivals contains both an adversarial component and a stochastic one. Our model requires no demand forecasting; however, due to the…

Feature selection, as a data preprocessing strategy, has been proven to be effective and efficient in preparing data (especially high-dimensional data) for various data mining and machine learning problems. The objectives of feature…

Over the last years, machine learning techniques have been applied to more and more application domains, including software engineering and, especially, software quality assurance. Important application domains have been, e.g., software…

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…

We consider the problem of classifying business process instances based on structural features derived from event logs. The main motivation is to provide machine learning based techniques with quick response times for interactive computer…

Event ticket price prediction is important to marketing strategy for any sports team or musical ensemble. An accurate prediction model can help the marketing team to make promotion plan more effectively and efficiently. However, given all…

With the huge growth in e-commerce domain, product recommendations have become an increasing field of interest amongst e-commerce companies. One of the more difficult tasks in product recommendations is size and fit predictions. There are a…

It becomes a significant challenge to predict customer behavior and retain an existing customer with the rapid growth of digitization which opens up more opportunities for customers to choose from subscription-based products and services…

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…

Systems tend to become more and more complex. This has a direct impact on system engineering processes. Two of the most important phases in these processes are requirements engineering and quality assurance. Two significant complexity…

Time Series Classification (TSC) has received much attention in the past two decades and is still a crucial and challenging problem in data science and knowledge engineering. Indeed, along with the increasing availability of time series…

In online retail, customer acquisition typically incurs higher costs than customer retention, motivating firms to invest in churn analytics. However, many contemporary churn models operate as opaque black boxes, limiting insight into the…

Microservices are quite widely impacting on the software industry in recent years. Rapid evolution and continuous deployment represent specific benefits of microservice-based systems, but they may have a significant impact on non-functional…

In cloud systems, incidents are potential threats to customer satisfaction and business revenue. When customers are affected by incidents, they often request customer support service (CSS) from the cloud provider by submitting a support…

Measuring research impact and ranking academic achievement are important and challenging problems. Having an objective picture of research institution is particularly valuable for students, parents and funding agencies, and also attracts…