2 papers
cs.IR2019
Improving IT Support by Enhancing Incident Management Process with Multi-modal Analysis
Atri Mandal, Shivali Agarwal, Nikhil Malhotra +3
IT support services industry is going through a major transformation with AI becoming commonplace. There has been a lot of effort in the direction of automation at every human touc…
cs.AI2018
Cognitive system to achieve human-level accuracy in automated assignment of helpdesk email tickets
Atri Mandal, Nikhil Malhotra, Shivali Agarwal +2
Ticket assignment/dispatch is a crucial part of service delivery business with lot of scope for automation and optimization. In this paper, we present an end-to-end automated helpd…