4 citations · 5 across the 3 of their papers we have counts for
3 papers
cs.AI2026
Help Without Being Asked: A Deployed Proactive Agent System for On-Call Support with Continuous Self-Improvement
Fengrui Liu, Xiao He, Tieying Zhang
In large-scale cloud service platforms, thousands of customer tickets are generated daily and are typically handled through on-call dialogues. This high volume of on-call interacti…
cs.SE2025★ 4 cited
TickIt: Leveraging Large Language Models for Automated Ticket Escalation
Fengrui Liu, Xiao He, Tieying Zhang +6
In large-scale cloud service systems, support tickets serve as a critical mechanism for resolving customer issues and maintaining service quality. However, traditional manual ticke…
cs.SE2025★ 1 cited
Flow-of-Action: SOP Enhanced LLM-Based Multi-Agent System for Root Cause Analysis
Changhua Pei, Zexin Wang, Fengrui Liu +9
In the realm of microservices architecture, the occurrence of frequent incidents necessitates the employment of Root Cause Analysis (RCA) for swift issue resolution. It is common t…