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Hi, how can I help you?: Automating enterprise IT support help desks [article]

Senthil Mani, Neelamadhav Gantayat, Rahul Aralikatte, Monika Gupta, Sampath Dechu, Anush Sankaran, Shreya Khare, Barry Mitchell, Hemamalini Subramanian, Hema Venkatarangan
2017 arXiv   pre-print
This system has been deployed across 675 internal enterprise IT support and maintenance projects.  ...  Individually, none of them address the need of an enterprise wide assistance system for an IT support and maintenance domain.  ...  Conclusion We have developed a cognitive QA platform aimed at automating enterprise help desks for IT support and maintenance.  ... 
arXiv:1711.02012v1 fatcat:j52qfp3v6vel3ewxfjdpwmdtae

Hi, How Can I Help You?: Automating Enterprise IT Support Help Desks

Senthil Mani, Neelamadhav Gantayat, Rahul Aralikatte, Monika Gupta, Sampath Dechu, Anush Sankaran, Shreya Khare, Barry Mitchell, Hemamalini Subramanian, Hema Venkatarangan
2018 PROCEEDINGS OF THE THIRTIETH AAAI CONFERENCE ON ARTIFICIAL INTELLIGENCE AND THE TWENTY-EIGHTH INNOVATIVE APPLICATIONS OF ARTIFICIAL INTELLIGENCE CONFERENCE  
This system has been deployed across 675 internal enterprise IT support and maintenance projects.  ...  Individually, none of them address the need of an enterprise wide assistance system for an IT support and maintenance domain.  ...  Conclusion We have developed a cognitive QA platform aimed at automating enterprise help desks for IT support and maintenance.  ... 
doi:10.1609/aaai.v32i1.11386 fatcat:qr4dfp7ctvcf3e3qovir2ojczu

Automating information overload

Leonard A. White
1997 Proceedings of the 25th annual ACM SIGUCCS conference on User services are you ready? - SIGUCCS '97  
We can now create Web interfaces that directly access our already existing databases.  ...  With the rapid development of the World Wide Web over the last two years into an accessible and versatile medium of high speed communication, new options have emergedfor how we manage information.  ...  Tango Enterprise supports any database that , has an ODBC driver making it very flexible.  ... 
doi:10.1145/266064.266165 dblp:conf/siguccs/White97 fatcat:z22sp3r54nh6vkqemqibzsftve

What Are You Working On? Status Message Q&A in an Enterprise SNS [chapter]

Jennifer Thom, Sandra Yuen Helsley, Tara L. Matthews, Elizabeth M. Daly, David R. Millen
2011 ECSCW 2011: Proceedings of the 12th European Conference on Computer Supported Cooperative Work, 24-28 September 2011, Aarhus Denmark  
As such, users have turned to the status message functionality in a SNS for social information seeking by employing it as a medium for question asking.  ...  Social networking services (SNS) have been deployed within enterprises to encourage informal social interactions and information sharing.  ...  Favor Hi Matthew -I am sure you can save me some time :-) I am searching for the plugin/feature that syncronizes Sametime status with this in Lotus Connections -I think I have seen a discussion about it  ... 
doi:10.1007/978-0-85729-913-0_17 dblp:conf/ecscw/Thom-SantelliYMDM11 fatcat:jlezcscf4zaslopq26nzcang3y

Will You Still Be Teaching in the Twenty-First Century?

Theodore Panitz
2000 Humanistic Mathematics Network Journal  
He states, "A college degree from an accredited program will suffice-the cheaper the better-as long as it increases a student's chance of securing a decent first job to help pay back his or her loans.  ...  Finally, universities can supplement these reforms with expanded investment in recreational facilities and in varsity athletic enterprises."  ... 
doi:10.5642/hmnj.200001.23.03 fatcat:kefjbfx6tvcgfi4dg5v3hjwzwu

Why would you buy an electric car on Jetski Friday? Or, a critique of financial markets from an options trading room

Daniel Souleles
2021 Finance and Society  
Emerging from this alienation, traders produce a critique of how highly automated financial markets allocate capital and how ripe they are for political manipulation.  ...  Careful attention to their deliberations reveals how the rise of algorithms and automation on financial markets have rendered traders alienated and estranged from the markets they work on for their livelihood  ...  Here, in thinking about Jeff, his traders, and Tesla, I would like to build on these studies of limitation and ignorance, which I find accurate in conveying how uncertain it feels like to be a trader.  ... 
doi:10.2218/finsoc.v7i2.6628 fatcat:baoqd3wzrjbe5ow4366tkqxipu

Who Do You Call? Problem Resolution through Social Compute Units [chapter]

Bikram Sengupta, Anshu Jain, Kamal Bhattacharya, Hong-Linh Truong, Schahram Dustdar
2012 Lecture Notes in Computer Science  
Service process orchestration using workflow technologies have led to significant improvements in generating predicable outcomes by automating tedious manual tasks but suffer from challenges related to  ...  Recently emerging trends in enterprises to explore social computing concepts have realized value in more agile work process orchestrations but tend to be less predictable with respect to outcomes.  ...  Current workflows are suitable for automation of menial tasks but inflexible when it comes to supporting business users who must deal with complex decision making.  ... 
doi:10.1007/978-3-642-34321-6_4 fatcat:ogprxeez3jb7njzalv4bkbdjiu

It's 2008: do you know where your talent is? Connecting people to what matters

Robin Athey
2008 Journal of Business Strategy  
It offers practical solutions for connecting people to each other, to a sense of purpose, and to the resources that they need to do be effective.  ...  We look forward to continuing our conversations and our work with you as we co-create next generation innovations.  ...  Do you seek to learn from every interaction and experience in ways that help you to develop and grow?  ... 
doi:10.1108/02756660810886953 fatcat:id7gobo7gjc6zbvgyfu4zhrko4

Does Your 債務舒緩 Pass The Test? 7 Things You Can Improve On Today

Q7cgbyl789
2022 Zenodo  
Even though chances are you'll find yourself paying more than what was initially owed not less than you can pay an amount that is possible to you and so its definitely higher than getting your property  ...  they're managed and mitigated, which helps determination-making.  ...  After knowing how dangerous their credit rating is, people at all times ask "How can I clean up my credit report" like there will be an automated escape hatch that may magically do this. 1.  ... 
doi:10.5281/zenodo.6502994 fatcat:atwckwvydvd6ljctzbobirk3z4

Customer Relationship Management System (CRM) and Information Ethics in Call Centres - 'You are the Weakest Link. Goodbye!'

Helen Richardson, Kate Richardson
2002 Australasian Journal of Information Systems  
These include dotcoms and public service centres e.g. help desks.  ...  However a number of IT tools can be utilised e.g. automated call distribution systems (ACD) using computer telephony integration in order to retrieve customer records.  ... 
doi:10.3127/ajis.v9i2.203 fatcat:7ziv3hdnmzdzlm2cpe7tixvaoq

Cybercrime and You: How Criminals Attack and the Human Factors That They Seek to Exploit [article]

Jason R. C. Nurse
2018 arXiv   pre-print
Cybercrime is a significant challenge to society, but it can be particularly harmful to the individuals who become victims.  ...  It also examines the motivation of criminals that perpetrate such attacks and the key human factors and psychological aspects that help to make cybercriminals successful.  ...  A poignant example, taken from the EFF, is as follows: "Hi, victim. I write you because I put a malware on the web page with porn which you have visited.  ... 
arXiv:1811.06624v1 fatcat:es3xtkax4zanrd5mkfkmr7txa4

Robotic Automation Process – The operating system for the digital enterprise

Sorin Anagnoste
2018 Proceedings of the International Conference on Business Excellence  
Moreover, through the case studies we will provide (1) how now the RPA is integrated with Artificial Intelligence and Cloud, (2) how can be scaled in order to face hypes, (3) how can interpret data and  ...  A process that was mainly not recommended for automation or was partially automated can be now fully automated with more advantages, such as: money, non-FTE savings and fulfillment time.  ...  The first question clients asks is "How much can I automate?". Well, it depends. Some industries and some business functions are more prone than others.  ... 
doi:10.2478/picbe-2018-0007 fatcat:hrxthpujondpjhme5ejzibhmkq

Desktop Management

David A. Bradbard, Bruce R. Lewis
2002 Communications of the Association for Information Systems  
However, it does not appear that desktop management is being practiced extensively by organizations at this time.  ...  The significance of desktop management is explored relative to total cost of ownership and the actions by the computer industry to support desktop management.  ...  I. INTRODUCTION "Imagine strolling into your CIO's office and telling him you're slashing help desk calls and nearly eliminating PC downtime--all in the midst of a 1,000-PC rollout.  ... 
doi:10.17705/1cais.00806 fatcat:ii4nbf5v6neqjn47ehhfkpc2oy

Robotic process automation: strategic transformation lever for global business services?

Leslie Willcocks, Mary Lacity, Andrew Craig
2017 Journal of Technology Teaching Cases  
WALT's growth is partly fuelled by its competitive pricing, so it must keep costs low in order to keep prices aligned with its competitors.  ...  We need to think about what we can do next to lower costs while still protecting our record of service excellence. I've prepared the most recent benchmarking reports for each of your departments.  ...  Willcocks has an international reputation for his work on global management, outsourcing, e-business, information management, IT evaluation, strategic IT and organizational change.  ... 
doi:10.1057/s41266-016-0016-9 fatcat:6zlvjez6gja25nriiyccsd2bzm

IT Service Desk Implementation Solutions

Maris Harcenko, Pjotrs Dorogovs, Andrejs Romanovs
2010 Scientific Journal of Riga Technical University Computer Sciences  
Paper not only defines how to determine whether company requires implementation of IT service desk but also describes auditing possibilities of operation of service desk if one already exists.  ...  Also information about operation trends of service desks in Latvia and its' comparison with analogous research from Great Britain can be found below. Марис Харченко, Пётр Дорогов, Андрей Романов.  ...  His professional interests include modelling of management information systems, IT governance, logistics information technologies and electronic commerce, as well as education in these areas.  ... 
doi:10.2478/v10143-010-0044-4 fatcat:2flf7b653ng3fi5gl6o2jcu23q
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