35,362 research outputs found

    COTA: Improving the Speed and Accuracy of Customer Support through Ranking and Deep Networks

    Full text link
    For a company looking to provide delightful user experiences, it is of paramount importance to take care of any customer issues. This paper proposes COTA, a system to improve speed and reliability of customer support for end users through automated ticket classification and answers selection for support representatives. Two machine learning and natural language processing techniques are demonstrated: one relying on feature engineering (COTA v1) and the other exploiting raw signals through deep learning architectures (COTA v2). COTA v1 employs a new approach that converts the multi-classification task into a ranking problem, demonstrating significantly better performance in the case of thousands of classes. For COTA v2, we propose an Encoder-Combiner-Decoder, a novel deep learning architecture that allows for heterogeneous input and output feature types and injection of prior knowledge through network architecture choices. This paper compares these models and their variants on the task of ticket classification and answer selection, showing model COTA v2 outperforms COTA v1, and analyzes their inner workings and shortcomings. Finally, an A/B test is conducted in a production setting validating the real-world impact of COTA in reducing issue resolution time by 10 percent without reducing customer satisfaction

    Search based software engineering: Trends, techniques and applications

    Get PDF
    © ACM, 2012. This is the author's version of the work. It is posted here by permission of ACM for your personal use. Not for redistribution. The definitive version is available from the link below.In the past five years there has been a dramatic increase in work on Search-Based Software Engineering (SBSE), an approach to Software Engineering (SE) in which Search-Based Optimization (SBO) algorithms are used to address problems in SE. SBSE has been applied to problems throughout the SE lifecycle, from requirements and project planning to maintenance and reengineering. The approach is attractive because it offers a suite of adaptive automated and semiautomated solutions in situations typified by large complex problem spaces with multiple competing and conflicting objectives. This article provides a review and classification of literature on SBSE. The work identifies research trends and relationships between the techniques applied and the applications to which they have been applied and highlights gaps in the literature and avenues for further research.EPSRC and E

    Outsourcing labour to the cloud

    Get PDF
    Various forms of open sourcing to the online population are establishing themselves as cheap, effective methods of getting work done. These have revolutionised the traditional methods for innovation and have contributed to the enrichment of the concept of 'open innovation'. To date, the literature concerning this emerging topic has been spread across a diverse number of media, disciplines and academic journals. This paper attempts for the first time to survey the emerging phenomenon of open outsourcing of work to the internet using 'cloud computing'. The paper describes the volunteer origins and recent commercialisation of this business service. It then surveys the current platforms, applications and academic literature. Based on this, a generic classification for crowdsourcing tasks and a number of performance metrics are proposed. After discussing strengths and limitations, the paper concludes with an agenda for academic research in this new area
    corecore