相关论文: Impact of Critical and Auto Ticket: Analysis for M…
IT companies are popular in the present time as technology arises in the entire world. Incidents and Requests for either clients or company internal are hard to manually track as it is a day-to-day transaction. To keep all the logs, IT…
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.…
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…
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…
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…
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…
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…
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…
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…
The large-scale deployment of automated vehicles on public roads has the potential to vastly change the transportation modalities of today's society. Although this pursuit has been initiated decades ago, there still exist open challenges in…
Trusted Computing is a security base technology that will perhaps be ubiquitous in a few years in personal computers and mobile devices alike. Despite its neutrality with respect to applications, it has raised some privacy concerns. We show…
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…
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…
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…
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…
Public transit systems are a critical component of major metropolitan areas. However, in the face of increasing demand, most of these systems are operating close to capacity. Under normal operating conditions, station crowding and boarding…
Traffic management systems play a vital role in ensuring safe and efficient transportation on roads. However, the use of advanced technologies in traffic management systems has introduced new safety challenges. Therefore, it is important to…
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…
Case and knowledge management systems are spread at the frontline across public agencies. However, such systems are dedicated for the collaboration within the agency rather than for the face-to-face interaction with the clients. If used as…