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 …

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 …

Automation of support ticket classification is crucial to improve customer support
performance and shortening resolution time for customer inquiries. This research aims to …

An efficient organization, management, and execution of tasks are central for the successful
functioning of any organization. This topic was on the research agenda already in the early …

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 …

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 …

Analytics on log data from various sources like application, middleware and infrastructure
plays a very important role in troubleshooting of distributed applications. The existing tools …

In this article, we present an end-to-end automated helpdesk email ticket assignment system
driven by high accuracy, coverage, business continuity, scalability, and optimal usage of …

Abstract Supervised Machine Learning is still the most prevalent Machine Learning
approach used across the field of Natural Language Processing. As it needs labels to work …

Abstract Context-aware Machine Learning (ML) is a well-established subfield of ML
research. Here, the idea is to consider the context of an ML problem to enhance model …