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 …

High availability of information technology (IT)-applications and-infrastructure components is
a significant factor for the success of organizations because more and more business …

In large-scale online service system, to enhance the quality of services, engineers need to
collect various monitoring data and write many rules to trigger alerts. However, the number …

Incidents and outages dramatically degrade the availability of large-scale cloud computing
systems such as AWS, Azure, and GCP. In current incident response practice, each team …

Nowadays, customer support systems are one of the key factors in maintaining any big
company's reputation and success. These systems are capable of handling a large number …

IT incident management process requires a correct categorization to attribute incident tickets
to the right resolution group and obtain an operational system as quickly as possible, having …

Abstract Intelligent Ticket Management Systems, equipped with automated ticket
classification tools, are an advanced solution for handling customer-support activities. Some …

The automatic categorization of support tickets is a fundamental tool for modern businesses.
Such requests are most commonly composed of concise textual descriptions that are noisy …

In our digital world, all companies need IT support. IT support staff are under increasing
pressure solving increasingly heterogeneous user tickets. Hybrid intelligence could solve …

The increasing complexity of IT environments dictates the usage of intelligent automation
driven by cognitive technologies, aiming at providing higher quality and more complex …