Improving Support Ticket Systems Using Machine Learning: A Literature Review

Processing customer support requests via a support ticket system is a key-element for companies to provide support to their customers in an organized and professional way. However, distributing and processing such tickets is much work, increasing the cost for the support providing company and stretching the resolution time. The advancing potential of Machine Learning has led to the goal of automating those support ticket systems. Against this background, we conducted a Literature Review aiming at determining the present state-of-the-art technology in the field of automated support ticket systems. We provide an overview about present trends and topics discussed in this field. During the Literature Review, we found creating an automated incident management tool being the majority topic in the field followed by request escalation and customer sentiment prediction and identified Random Forrest and Support Vector Machine as best performing algorithms for classification in the field

Business Capability Mining - Opportunities and Challenges

Business capability models are widely used in enterprise architecture management to generate an abstract overview of an organization’s business activities to reach its business objectives. The creation and maintenance of these models are associated with a huge manual workload. Research provides insights into opportunities for automated modeling of enterprise architecture models. However, most models address the application and technology layer and leave the business layer largely unexplored. Particularly, no research has been conducted on the automated generation of business capability models. This research paper uses 19 semi-structured expert interviews to identify possible automated modeling opportunities of business capabilities and related challenges and to jointly develop a business capability mining approach. This research benefit both, practice and research, by describing a situation-based business capability mining approach and identifying appropriate implementation scenarios

Data visualization and advanced functionalities using SAP Lumira Designer

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An Analysis of Business Model Component Interrelations

Innovative business models are crucial for a firm’s competitive success. When adapting a business model, it is key to understand existing interrelations between its components, as a change in a single component can lead to various changes in other components. Furthermore, the influence of external triggers on components is crucial to understand the inherent dynamics caused by these interrelations. With this study, we gather, describe, and classify interrelations between business model components based on the existing literature. In research, these results can be used to model the inherent dynamics of business models. In practice, this knowledge helps to develop and maintain a stable business model by considering the found interrelations of its components. Furthermore, it supports the evaluation and implementation of changes in BMs. Moreover, we contribute to research on business model innovation, dynamic business models, and cognitive biases in the use of business models

Requirements for a Simulation Tool of Services-Based Business Model Transformations

Manufacturers are confronted by increasing competition and lower product margins, which requires strategic reorientation. A profitable option is a transformation from selling products to providing services, i.e., servitization of manufacturing. However, this transformation process is characterized by high complexity through changes in the organization and its supply network relations. These uncertainties complicate the decision-making, which leads to a concrete need for the development of decision support systems for servitization. Although various research has analyzed servitization, literature remains scarce in terms of decision support systems for servitization. Based on a systematic literature review and semi-structured interviews, this paper investigates content-related and conceptual requirements for a simulation tool of servitization in manufacturing firms. We identify 43 content-related and five conceptual requirements for a simulation tool that supports decision-making. Identified requirements serve as a basis for tool development and ultimately support the servitization of manufacturing firms