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Cognitive Computing to Optimize IT Services

Abbas Raza Ali
2018 2018 IEEE 17th International Conference on Cognitive Informatics & Cognitive Computing (ICCI*CC)  
, sentiments, and knowledge extraction from the unstructured text using Natural Language Processing techniques.  ...  Moreover, the insights from unstructured text combined with structured data allow the development of various classification, segmentation, and time-series forecasting use-cases on the incident, problem  ...  Top five most pre-dominant issues (topics), extracted from unstructured problem descriptions of various datasets, are listed in Table III . 5) Text Summarization: The unstructured text descriptions  ... 
doi:10.1109/icci-cc.2018.8482078 dblp:conf/IEEEicci/Ali18 fatcat:rjnbcpc75vb67ojxpexcyerqbu

Reducing defects in IT service delivery

Anshu Jain, Srikanth Tamilselvam, Bikram Sengupta, Krishna Kummamuru
2013 Proceedings of 2013 IEEE International Conference on Service Operations and Logistics, and Informatics  
In IT Service Delivery organizations, Quality Analysts (QAs) are responsible for analyzing sets of service tickets to detect exceptional trends, launch investigations and identify and remove defects in  ...  The large scale of operation (thousands of tickets), hard to detect temporal variations, mix of structured and unstructured data and lack of suitable tool support make the QA's job very time-consuming  ...  categories to tickets based on their text, or extracting names of servers, applications or any other entity from the ticket text.  ... 
doi:10.1109/soli.2013.6611373 fatcat:thnmp23dcfgxhnfwp2o6oomtgm

Leveraging the Text Mining to Automate the Customer Helpdesk Systems

Paramesh S.P., Shreedhara K.S.
2021 International Journal of Computer Applications  
The proposed helpdesk ticket classifier model categorizes the incoming ticket by mining the unstructured text description entered by the end user.  ...  Automated ticket classifier systems result in faster ticket resolution, effective resource utilization and enhanced growth in business.  ...  [6] proposed a non-negative matrix factorization (NMF) based approach to extract the topics and clusters from the unstructured summary of the IT infrastructure tickets.  ... 
doi:10.5120/ijca2021921519 fatcat:v6vjyswpyne7voxntle46m4pea

Review on Text Analytics an Approach to Artificial Intelligence

Vaishnavi D. Fate
2019 International Journal for Research in Applied Science and Engineering Technology  
Text analytics supports organizations in managing unstructured information, identifying connections and relationships in information, and in extracting relevant entities to improve knowledge management  ...  The applications of text analysis are far and wide, from simple automation to advanced interactions between the person inputting the data and the system they interact with.  ...  Semi-automatic ontology construction from document corpus, ontology extension. E. Knowledge extraction from text, text mining combined with social network analysis.  ... 
doi:10.22214/ijraset.2019.6251 fatcat:g2d3rot64zasvgmka5kfpinyua

A Probabilistic Concept Annotation for IT Service Desk Tickets

Ea-Ee Jan, Kuan-Yu Chen, Tsuyoshi Ide
2014 Proceedings of the 7th International Workshop on Exploiting Semantic Annotations in Information Retrieval - ESAIR '14  
Ticket annotation and search has become an important research subject in the IT service desk delivery. Millions of tickets are created yearly to address business users' IT related problems.  ...  Topic modeling has been used to extract topics from given documents; each topic is represented by unigram distributions. However, it is not clear how to interpret the results.  ...  Structured and unstructured data are stored in a database for ticket management and analysis.  ... 
doi:10.1145/2663712.2666193 dblp:conf/cikm/JanCI14 fatcat:dvv4lbq2bjayxphwy63ofnsrqy

Panning requirement nuggets in stream of software maintenance tickets

Senthil Mani, Karthik Sankaranarayanan, Vibha Singhal Sinha, Premkumar Devanbu
2014 Proceedings of the 22nd ACM SIGSOFT International Symposium on Foundations of Software Engineering - FSE 2014  
The information about the repeating problem is typically embedded in the unstructured text of multiple tickets, waiting to be found and addressed.  ...  In this paper, we propose an approach to automatically analyze problem tickets to discover groups of problems being reported in them and provide meaningful, descriptive labels to help interpret these groups  ...  The nature of unstructured text in problem tickets could be 1) automatic machine-generated text -this type of text is generally well formatted arising from alerts put in applications to indicate issues  ... 
doi:10.1145/2635868.2635897 dblp:conf/sigsoft/ManiSSD14 fatcat:7wnl5tplfnfl3lgqzx4u73snai

Text And Sentimental Analysis On Big Data

Saifuzzafar Jaweed Ahmed
2021 International Journal of Scientific Research in Computer Science Engineering and Information Technology  
The purpose of this paper is to show how the text analysis and sentimental analysis process the unstructured data and how these techniques extract meaningful information and, thus make information available  ...  Text analytics is a very large field under which there are several techniques, models, methods for automatic and quantitative analysis of textual data.  ...  Text Analysis Text analysis is a machine learning technique that allows organizations to automatically understand and extract meaningful information from text data from any social platform, such as tweets  ... 
doi:10.32628/cseit217269 fatcat:kvdc7pqa2bb4vm3pbwgj4hds3i

Naive Bayesian Automatic Classification of Railway Service Complaint Text Based on Eigenvalue Extraction

2019 Tehnički Vjesnik  
When using the direct classification via traditional text categorization, the classification accuracy is low. The key to the automatic classification of such text lies in an eigenvalue extraction.  ...  In this paper, the TF-IDF algorithm, TextRank algorithm and Word2vec algorithm are selected to extract text eigenvalues, and a railway complaint text classification method is constructed with a naive Bayesian  ...  marks and spaces in the text, automatically segmenting the complaint text, and removing stop words; (2) Extracting the eigenvalue of the texts through frequency analysis and part-of-speech analysis of  ... 
doi:10.17559/tv-20190420161815 fatcat:qh5xlavnongefgd3hrdprorvly

The integration of business intelligence and knowledge management

W. F. Cody, J. T. Kreulen, V. Krishna, W. S. Spangler
2002 IBM Systems Journal  
for their contributions to eClassifier, Sapient, and the underlying ideas of BIKM.  ...  Acknowledgments The authors gratefully acknowledge the contributions of Dharmendra Modha, Ray Strong, Justin Lessler, Thomas Brant, Iris Eiron, Hamid Pirahesh, Shivakumar Vaithyanathan, and Anant Jhingran  ...  In this context, we are using it to address technologies used for the management and analysis of unstructured information, particularly text documents.  ... 
doi:10.1147/sj.414.0697 fatcat:gfxmaedhsngdpfqc7ti2nnr6g4

Probabilistic text analytics framework for information technology service desk tickets

Ea-Ee Jan, Kuan-Yu Chen, Tsuyoshi Ide
2015 2015 IFIP/IEEE International Symposium on Integrated Network Management (IM)  
Millions of tickets are created yearly to address business users' IT related problems.  ...  Topic modeling has been used to extract topics from given documents; in general, each topic is represented by a unigram language model.  ...  Nadeem Malik and Beth Rudden for providing domain knowledge, proof reading and data acquisition.  ... 
doi:10.1109/inm.2015.7140397 dblp:conf/im/JanCI15 fatcat:x2wbf3owwrgwno36i46dovvmsi

Augmenting Advanced Analytics into Enterprise Systems: A Focus on Post-Implementation Activities

Ahmed Elragal, Hossam El-Din Hassanien
2019 Systems  
It highlights how enterprise systems could be safeguarded from retirement caused by post-implementation problems.  ...  Our research is innovative in two ways: (1) it enables enterprise systems to become self-moderated and increase their availability; and (2) the IT artifact i.e., the analytics engine, has the potential  ...  The research team would also lie to acknowledge the Egyptian retailer who accepted to provide data and validation to the experimental results.  ... 
doi:10.3390/systems7020031 fatcat:mfvgpj2v4bhmdmrigyn6xozifq


2017 Journal of Theoretical and Applied Electronic Commerce Research  
The leading paradigm in this process it to find information that meets a certain need or provides an answer for a certain problem.  ...  Keyword search may detect that the piece of text (as shown in figure 3 ) deals with profits and revenues, but nothing more.  ...  We believe that there is no such thing like a discovery engine that automatically locates and distills all kinds of information.  ... 
doi:10.4067/s0718-18762017000100001 fatcat:zbzzxzed4vh6djqgsd2dsgoar4

Opinion Mining and Sentiment Analysis on Big Data

Shruti Rajkumar Choudhary
2020 International Journal of Scientific Research in Computer Science Engineering and Information Technology  
<p>Opinion mining is extract subjective information from text data using tools such as NLP, text analysis etc.  ...  Opinion mining, which is also called sentiment analysis, involves building a system to collect and categorize opinions about a product.In this project the problem of sentiment analysis in twitter; that  ...  Sentiment analysis systems help organizations gather insights from unorganized and unstructured text that comes from online sources such as emails, blog posts, support tickets, web chats, social media  ... 
doi:10.32628/cseit2063100 fatcat:jl4dfhnizrcf7c4f5luavgrriy

Grid text classification method based on DNN neural network

Jutao Huang, Jiesheng Zheng, Shang Gao, Wenbin Liu, Jiaxin Lin, J. Joo
2020 MATEC Web of Conferences  
it must implement massive electronic text retrieval, information extraction and classification in the power grid system.  ...  With the rapid development of network technology, the electric power Internet of Things needs to face a large number of electronic texts and a large number of distributed data access and analysis requirements  ...  , and support unified management of all data on the existing basis, it must implement massive electronic text retrieval, information extraction and classification in the power grid system.  ... 
doi:10.1051/matecconf/202030903016 fatcat:w4thzp3o5rbr7i6rkycl7tlz44

Question Quality Improvement: Deep Question Understanding for Incident Management in Technical Support Domain

Anupama Ray, Pooja Aggarwal, Csaba Hadhazi, Gargi Dasgupta, Amit Paradkar
The textual queries in web or chat mode are unstructured and often incomplete. This affects information retrieval and increases the difficulty level for agents to solve it.  ...  Technical support domain involves solving problems from user queries through various channels: voice, web and chat, and is both time-consuming and labour intensive.  ...  Acknowledgements The authors acknowledge the time and efforts from everyone involved in building, discussing and giving feedback for this product, which enabled it to shape up and mature.  ... 
doi:10.1609/aaai.v34i08.7024 fatcat:5maa6dnd5jdsxdskxtrpkubfmu
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