Recently, automatic classification of IT tickets has gained notable attention due to the
increasing complexity of IT services deployed in enterprises. There are multiple discussions …

Purpose This study aims to draw the attention of business process management (BPM)
research and practice to the textual data generated in the processes and the potential of …

Nowadays, enterprises need to handle a continually growing amount of text data generated
internally by their employees and externally by current or potential customers. Accordingly …

Besides the typical applications of recommender systems in B2C scenarios such as movie
or shop** platforms, there is a rising interest in transforming the human-driven advice …

Effective customer interaction through IT Support Ticketing (ITST) can enhance customer
satisfaction, whether human-driven or automated, facilitating collaboration towards common …

Over the past decade, recommendation algorithms for ratings prediction and item ranking
have steadily matured. However, these state-of-the-art algorithms are typically applied in …

More and more aspects of today's healthcare are becoming integrated with medical
technology and dependent on medical IT systems, which consequently puts stricter …

Process complexity as a result of new technologies and continuously generated data flows
of various types and volumes. These are likely to result in the organizational performance …

“The business sector addresses the issue of task management in a number of different
methods, all of which include some kind of triaging mechanism to accurately allocate tickets …

Background: The corporate world deals with task management in a variety of ways all
having some form of triaging process to correctly assign tickets to developers. Automation of …