32 citations · 128 across the 14 of their papers we have counts for
5 papers · 1 filter
Renovating Requirements Engineering: First Thoughts to Shape Requirements Engineering as a Profession
Yen Dieu Pham, Lloyd Montgomery, Walid Maalej
Legacy software systems typically include vital data for organizations that use them and should thus to be regularly maintained. Ideally, organizations should rely on Requirements…
How angry are your customers? Sentiment analysis of support tickets that escalate
Colin Werner, Lloyd Montgomery, Sanja Dodos +3
Software support ticket escalations can be an extremely costly burden for software organizations all over the world. Consequently, there exists an interest in researching how to be…
Escalation Prediction using Feature Engineering: Addressing Support Ticket Escalations within IBM's Ecosystem
Lloyd Montgomery
Large software organizations handle many customer support issues every day in the form of bug reports, feature requests, and general misunderstandings as submitted by customers. St…
Customer Support Ticket Escalation Prediction using Feature Engineering
Lloyd Montgomery, Daniela Damian, Tyson Bulmer +1
Understanding and keeping the customer happy is a central tenet of requirements engineering. Strategies to gather, analyze, and negotiate requirements are complemented by efforts t…
Predicting Developers' IDE Commands with Machine Learning
Tyson Bulmer, Lloyd Montgomery, Daniela Damian
When a developer is writing code they are usually focused and in a state-of-mind which some refer to as flow. Breaking out of this flow can cause the developer to lose their train…