[HTML][HTML] Ticket automation: An insight into current research with applications to multi-level classification scenarios
Modern service providers often have to deal with large amounts of customer requests, which
they need to act upon in a swift and effective manner to ensure adequate support is …
they need to act upon in a swift and effective manner to ensure adequate support is …
Improving support ticket systems using machine learning: A literature review
Processing customer support requests via a support ticket system is a key-element for
companies to provide support to their customers in an organized and professional way …
companies to provide support to their customers in an organized and professional way …
An alternative issue tracking dataset of public jira repositories
Organisations use issue tracking systems (ITSs) to track and document their projects' work in
units called issues. This style of documentation encourages evolutionary refinement, as …
units called issues. This style of documentation encourages evolutionary refinement, as …
Evaluating classifiers in SE research: the ECSER pipeline and two replication studies
Context Automated classifiers, often based on machine learning (ML), are increasingly used
in software engineering (SE) for labelling previously unseen SE data. Researchers have …
in software engineering (SE) for labelling previously unseen SE data. Researchers have …
AI-based Classification of Customer Support Tickets: State of the Art and Implementation with AutoML
Automation of support ticket classification is crucial to improve customer support
performance and shortening resolution time for customer inquiries. This research aims to …
performance and shortening resolution time for customer inquiries. This research aims to …
[PDF][PDF] Towards an Automated SAP Service Desk-Design and Implementation of a Prototype Machine Learning Classifier for Support Tickets on a Small Data Set
In this paper, we aim at evaluating different methods and algorithms usable in a Machine
Learning classifier for support tickets at the SAP University Competence Center of TUM. The …
Learning classifier for support tickets at the SAP University Competence Center of TUM. The …
Polarity Sentiment-Based Intelligent Chat Bot For Judicious Customer Service Escalation
BS Prasad, CMVS Akana - 2021 2nd Global Conference for …, 2021 - ieeexplore.ieee.org
Most of modern day Information Processing applications require Natural Language
Processing. Most of the applications need extracting, processing of text to be done in their …
Processing. Most of the applications need extracting, processing of text to be done in their …
[PDF][PDF] HYBRID MULTI-CRITERIA DECISION MAKING MODEL FOR CUSTOMER KNOWLEDGE MANAGEMENT IN SOFTWARE INDUSTRY.
Many previous research studies in software quality enhancement have focused only on
technical aspects of software quality [Macala 2009, Сho 2013, Panda 2014, Kurdel 2015a …
technical aspects of software quality [Macala 2009, Сho 2013, Panda 2014, Kurdel 2015a …
Natural language processing in requirements elicitation and requirements analysis: a systematic literature review
D Janssens - 2019 - studenttheses.uu.nl
Natural language processing (NLP), the area of study concerned with how computers can
interpret and handle natural language, has gained interest in the last few years. Based on a …
interpret and handle natural language, has gained interest in the last few years. Based on a …
Predicting escalations in customer support with gradient boosting at the IEEE BigData 2020 Cup
P Klimov, V Funtikov - … Conference on Big Data (Big Data), 2020 - ieeexplore.ieee.org
This paper is based on the 1st place solution to IEEE BigData 2020 Cup: Predicting
Escalations in Customer Support. We have analysed the task of this competition, talked …
Escalations in Customer Support. We have analysed the task of this competition, talked …