Query Answering Efficiency in Expert Networks Under Decentralized Search

Ma, Liang; Srivatsa, Mudhakar; Cansever, Derya; Yan, Xifeng; Kase, Sue E.; Vanni, Michelle

doi:10.1145/2983323.2983652

Cited by 3 publications

(6 citation statements)

References 15 publications

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“…Retrieval-based routing is a simplified form of decentralized search used by Ma et al [81], without considering individual's expertise. We first index texts of tickets containing resolver groups in the training set as documents.…”

Section: Experiments and Resultsmentioning

confidence: 99%

“…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%

“…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%

“…The authors proposed ticket-text-based logistic models to predict the number of required resolvers and evaluate their models' accuracy. Ma et al [81,96] path alignment score is that the best prediction is identical to the human routing log, which may not be the optimal case. Recall that, the objective of ticket routing is to reduce the number of steps to resolver.…”

Section: Related Workmentioning

confidence: 99%

“…Mean Steps to Resolver (MSTR) is adopted in [5,6,81,82,85]. It measures the average length of routing paths in solving a set of tickets.…”

Section: Mean Steps To Resolvermentioning

confidence: 99%

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Mining software support tickets for assistive routing

Han¹

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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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Section: Experiments and Resultsmentioning

confidence: 99%