相关论文: Customer Support Ticket Escalation Prediction usin…

Supply and demand are two fundamental concepts of sellers and customers. Predicting demand accurately is critical for organizations in order to be able to make plans. In this paper, we propose a new approach for demand prediction on an…

Decision support tools enable improved decision-making for challenging decision problems by empowering stakeholders to process, analyze, visualize, and otherwise make sense of a variety of key factors. Their intentional design is a critical…

Media recommender systems aim to capture users' preferences and provide precise personalized recommendation of media content. There are two critical components in the common paradigm of modern recommender models: (1) representation…

Efficient and appropriate online customer service is essential to large e-commerce businesses. Existing solution recommendation methods for online customer service are unable to determine the best solutions at runtime, leading to poor…

The increasing reliance on applications with machine learning (ML) components calls for mature engineering techniques that ensure these are built in a robust and future-proof manner. We aim to empirically determine the state of the art in…

The paper presents a framework of microservices-based architecture dedicated to enhancing the performance of real-time travel reservation systems using the power of predictive analytics. Traditional monolithic systems are bad at scaling and…

In today's digitized world, software systems must support users in understanding both how to interact with a system and why certain behaviors occur. This study investigates whether explanation needs, classified from user reviews, can be…

Credit risk default prediction remains a cornerstone of risk management in the financial industry. The task involves estimating the likelihood that a borrower will fail to meet debt obligations, an objective critical for lending decisions,…

Customer purchasing behavior analysis plays a key role in developing insightful communication strategies between online vendors and their customers. To support the recent increase in online shopping trends, in this work, we present a…

Instant payment infrastructures have stringent performance requirements, processing millions of transactions daily with zero-downtime expectations. Traditional monitoring approaches fail to bridge the gap between technical infrastructure…

Bug prediction is the process of training a machine learning model on software metrics and fault information to predict bugs in software entities. While feature selection is an important step in building a robust prediction model, there is…

Passenger assistance services are essential for accessible rail travel, yet demand varies substantially across stations and over time, creating challenges for workforce planning and staff rostering. This paper presents a data-driven…

Tabular data is prevalent in real-world machine learning applications, and new models for supervised learning of tabular data are frequently proposed. Comparative studies assessing the performance of models typically consist of…

Uplift modeling is a causal learning technique that estimates subgroup-level treatment effects. It is commonly used in industry and elsewhere for tasks such as targeting ads. In a typical setting, uplift models can take thousands of…

Feature Selection is a crucial procedure in Data Science tasks such as Classification, since it identifies the relevant variables, making thus the classification procedures more interpretable, cheaper in terms of measurement and more…

Several decision points exist in business processes (e.g., whether a purchase order needs a manager's approval or not), and different decisions are made for different process instances based on their characteristics (e.g., a purchase order…

Supervised text classification is a classical and active area of ML research. In large enterprise, solutions to this problem has significant importance. This is specifically true in ticketing systems where prediction of the type and subtype…

This paper studies a service system in which arriving customers are provided with information about the delay they will experience. Based on this information they decide to wait for service or to leave the system. Specifically, every…

During the usage phase, a technical product system is in permanent interaction with its environment. This interaction can lead to failures that significantly endanger the safety of the user and negatively affect the quality and reliability…

Recently, the proliferation of omni-channel platforms has attracted interest in customer journeys, particularly regarding their role in developing marketing strategies. However, few efforts have been taken to quantitatively study or…