Content-Aware Resolution Sequence Mining for Ticket Routing

Sun, Peng; Shu, Tao; Yan, Xifeng; Anerousis, Nikos; Chen, Yi

doi:10.1007/978-3-642-15618-2_18

Cited by 17 publications

(18 citation statements)

References 15 publications

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“…The notion of Expert Network was first seen in the work of Shao et al [5], then adopted by [6,80,81]. The same concept is also referred to as Collaborative Network [30,31,82], Enterprise Network, or Resolution Network.…”

Section: Expert Network Analysismentioning

confidence: 99%

“…Among the three algorithms, VMS yields the best results. It is also adopted by later works [80,85] as a strong baseline method.…”

Section: Ticket Routingmentioning

confidence: 99%

“…Firstly, it set a precedent for modern research in ticket routing problem, using group transfer data mined from the network. Secondly, it uses Mean Steps to Resolver (MSTR) to measure the performance of proposed system, which becomes a standard metric adopted by subsequent works [6,[80][81][82]85]. However, as we will discuss in the next chapter, the metric is insufficient to evaluate routing systems in many cases.…”

Section: Ticket Routingmentioning

confidence: 99%

“…Using the same data set used in [5] for experiments, [80] is the total number of occurrence the word appears in the ticket set T i . A transfer model (Equation 2.5) models the likelihood of a ticket being transferred to all other groups.…”

Section: Using Routing Path and Ticket Textmentioning

confidence: 99%

“…Perhaps because the two works were being done almost around the same period, performance comparison was not made between [80] and [6]. Nonetheless, as we will discuss in the next chapter, the comparison may not be even possible if two subjects do not have the same RR.…”

Section: Using Routing Path and Ticket Textmentioning

confidence: 99%

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Mining software support tickets for assistive routing

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for sparing the time for discussions and reviewing my manuscripts. During my years studying in Nanyang Technological University of Singapore, I have the pleasure getting acquainted with many awesome people. Many of them are established researchers working in different fields, I wish them all the success and happiness in life.At SAP, I would like to thank my managers Steve Lee, Dr. Daniel Dahlmeier, and Dr. Chen Wang, for the careers guidance. A special regard to my first mentor Naveen Nandan, who introduced me to the company, and to Dr. Mohammad Akbari for his advice in research. For this special project on support tickets, I am always grateful to Andreas Heckmann, who envisioned an intelligent support application, and Christian Boos, who recommended me for the assignment. Since the beginning of the project, I worked closely with Project Manager Wilhelm Juette to form a productive team, his mentorship and friendship are always appreciated. Moreover, I wish to thank David Molinera, Kazuhiro Inaba and Ka Hian Goh for their hands-on support in the experiments.Most importantly, no word can describe my love and appreciation to my family, who are always there for me. Lastly, to my daughter. Learning is a lifelong journey, always be ready to embrace what is coming next.

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