{"id":"https://openalex.org/W7225617933","doi":"https://doi.org/10.5281/zenodo.24082689","title":"NIRNAYA: An AI-Driven Intelligent Support Ticketing and Decision System","display_name":"NIRNAYA: An AI-Driven Intelligent Support Ticketing and Decision System","publication_year":2026,"publication_date":"2026-11-09","ids":{"openalex":"https://openalex.org/W7225617933","doi":"https://doi.org/10.5281/zenodo.24082689"},"language":"en","primary_location":{"id":"doi:10.5281/zenodo.24082689","doi":"https://doi.org/10.5281/zenodo.24082689","is_oa":true,"landing_page_url":"https://doi.org/10.5281/zenodo.24082689","pdf_url":null,"source":{"id":"https://openalex.org/S4306400562","display_name":"Zenodo (CERN European Organization for Nuclear Research)","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I67311998","host_organization_name":"European Organization for Nuclear Research","host_organization_lineage":["https://openalex.org/I67311998"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"JournalArticle"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["datacite"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://doi.org/10.5281/zenodo.24082689","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5161335703","display_name":"Mrs.  Bharathi K.","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405261980","display_name":"Acharya Institute of Technology","ror":"https://ror.org/00nc92k19","country_code":"IN","type":"education","lineage":["https://openalex.org/I4405261980"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Mrs.  Bharathi K.","raw_affiliation_strings":["Acharya institute of technology"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Acharya institute of technology","institution_ids":["https://openalex.org/I4405261980"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5161350877","display_name":"Malay Shekhar","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Malay Shekhar","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5161340768","display_name":"Kushagra Kaushik","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Kushagra Kaushik","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5130552626","display_name":"Atul Raj","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Atul Raj","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5161314438","display_name":"K.  Umar Sadiq","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"K.  Umar Sadiq","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11734","display_name":"Decision Support System Applications","score":0.14550000429153442,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11734","display_name":"Decision Support System Applications","score":0.14550000429153442,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13812","display_name":"AI and HR Technologies","score":0.11980000138282776,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13904","display_name":"Artificial Intelligence Applications","score":0.10000000149011612,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/it-service-management","display_name":"IT service management","score":0.8740000128746033},{"id":"https://openalex.org/keywords/agent-assignment","display_name":"agent assignment","score":0.8709999918937683},{"id":"https://openalex.org/keywords/natural-language-processing","display_name":"natural language processing","score":0.8349999785423279},{"id":"https://openalex.org/keywords/human-in-the-loop-decision-support","display_name":"human-in-the-loop decision support","score":0.7699999809265137},{"id":"https://openalex.org/keywords/sla-monitoring","display_name":"SLA monitoring","score":0.8510000109672546},{"id":"https://openalex.org/keywords/real-time-communication","display_name":"real-time communication","score":0.7229999899864197},{"id":"https://openalex.org/keywords/operational-analytics","display_name":"operational analytics","score":0.593999981880188}],"concepts":[{"id":"https://openalex.org/C2776540713","wikidata":"https://www.wikidata.org/wiki/Q7800647","display_name":"Ticket","level":2,"score":0.9334999918937683},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6793000102043152},{"id":"https://openalex.org/C79158427","wikidata":"https://www.wikidata.org/wiki/Q485396","display_name":"Analytics","level":2,"score":0.6079000234603882},{"id":"https://openalex.org/C107327155","wikidata":"https://www.wikidata.org/wiki/Q330268","display_name":"Decision support system","level":2,"score":0.5990999937057495},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5442000031471252},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.52920001745224},{"id":"https://openalex.org/C170858558","wikidata":"https://www.wikidata.org/wiki/Q1394144","display_name":"Automatic summarization","level":2,"score":0.41909998655319214},{"id":"https://openalex.org/C98025372","wikidata":"https://www.wikidata.org/wiki/Q477538","display_name":"Systems architecture","level":3,"score":0.3714999854564667},{"id":"https://openalex.org/C2777120189","wikidata":"https://www.wikidata.org/wiki/Q780067","display_name":"Triage","level":2,"score":0.3700999915599823},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.36660000681877136},{"id":"https://openalex.org/C2775924081","wikidata":"https://www.wikidata.org/wiki/Q55608371","display_name":"Control (management)","level":2,"score":0.3294000029563904},{"id":"https://openalex.org/C198783460","wikidata":"https://www.wikidata.org/wiki/Q629173","display_name":"Management system","level":2,"score":0.3215999901294708},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3107999861240387},{"id":"https://openalex.org/C18762648","wikidata":"https://www.wikidata.org/wiki/Q42213","display_name":"Work (physics)","level":2,"score":0.30410000681877136},{"id":"https://openalex.org/C123657996","wikidata":"https://www.wikidata.org/wiki/Q12271","display_name":"Architecture","level":2,"score":0.2903999984264374},{"id":"https://openalex.org/C180198813","wikidata":"https://www.wikidata.org/wiki/Q121182","display_name":"Information system","level":2,"score":0.2799000144004822},{"id":"https://openalex.org/C2778160497","wikidata":"https://www.wikidata.org/wiki/Q869830","display_name":"Service-level agreement","level":3,"score":0.27059999108314514},{"id":"https://openalex.org/C4438859","wikidata":"https://www.wikidata.org/wiki/Q186117","display_name":"Timeline","level":2,"score":0.2646999955177307},{"id":"https://openalex.org/C67186912","wikidata":"https://www.wikidata.org/wiki/Q367664","display_name":"Data modeling","level":2,"score":0.25600001215934753},{"id":"https://openalex.org/C115903868","wikidata":"https://www.wikidata.org/wiki/Q80993","display_name":"Software engineering","level":1,"score":0.2531999945640564}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.5281/zenodo.24082689","doi":"https://doi.org/10.5281/zenodo.24082689","is_oa":true,"landing_page_url":"https://doi.org/10.5281/zenodo.24082689","pdf_url":null,"source":{"id":"https://openalex.org/S4306400562","display_name":"Zenodo (CERN European Organization for Nuclear Research)","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I67311998","host_organization_name":"European Organization for Nuclear Research","host_organization_lineage":["https://openalex.org/I67311998"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"JournalArticle"},{"id":"doi:10.5281/zenodo.24082690","doi":"https://doi.org/10.5281/zenodo.24082690","is_oa":true,"landing_page_url":"https://doi.org/10.5281/zenodo.24082690","pdf_url":null,"source":{"id":"https://openalex.org/S4306400562","display_name":"Zenodo (CERN European Organization for Nuclear Research)","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I67311998","host_organization_name":"European Organization for Nuclear Research","host_organization_lineage":["https://openalex.org/I67311998"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"JournalArticle"}],"best_oa_location":{"id":"doi:10.5281/zenodo.24082689","doi":"https://doi.org/10.5281/zenodo.24082689","is_oa":true,"landing_page_url":"https://doi.org/10.5281/zenodo.24082689","pdf_url":null,"source":{"id":"https://openalex.org/S4306400562","display_name":"Zenodo (CERN European Organization for Nuclear Research)","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I67311998","host_organization_name":"European Organization for Nuclear Research","host_organization_lineage":["https://openalex.org/I67311998"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"JournalArticle"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","score":0.5378999710083008,"display_name":"Industry, innovation and infrastructure"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W7154329210","https://openalex.org/W7140914947","https://openalex.org/W7224822003","https://openalex.org/W7170187769","https://openalex.org/W7165129946","https://openalex.org/W7203706101","https://openalex.org/W7217924746","https://openalex.org/W7169780421","https://openalex.org/W4415437437","https://openalex.org/W7162520750"],"abstract_inverted_index":{"Internal":[0],"IT":[1,71,218],"support":[2,20,42,79,170,219],"is":[3,67,161,222,238],"an":[4,68,241],"essential":[5],"part":[6],"of":[7,11,18,85,159,232],"the":[8,19,34,82,153,183],"daily":[9],"operation":[10],"modern":[12],"organizations.":[13],"However,":[14],"a":[15,122,216,225],"considerable":[16],"portion":[17],"process":[21],"still":[22],"depends":[23],"on":[24],"manually":[25],"reading":[26],"requests,":[27],"identifying":[28],"their":[29],"type":[30],"and":[31,37,53,98,107,115,138,147,212,228,235],"urgency,":[32],"selecting":[33],"appropriate":[35],"department,":[36],"assigning":[38],"them":[39],"to":[40,77,94,169,186],"suitable":[41],"personnel.":[43],"These":[44],"activities":[45],"can":[46],"become":[47],"time-consuming":[48],"when":[49],"ticket":[50,86,102,113,145,196,203],"volumes":[51],"increase":[52],"may":[54],"also":[55,111],"result":[56],"in":[57],"inconsistent":[58],"decisions":[59],"for":[60,101,130,172,243],"similar":[61],"requests.":[62],"The":[63,88,119,198],"proposed":[64,184,199],"system,":[65],"NIRNAYA,":[66],"AI-driven":[69],"internal":[70],"Service":[72],"Management":[73],"(ITSM)":[74],"platform":[75,120],"designed":[76],"assist":[78],"teams":[80],"during":[81],"decision-intensive":[83],"stages":[84],"handling.":[87,197],"system":[89,185,226],"uses":[90],"natural":[91],"language":[92,135],"processing":[93,136],"analyze":[95],"employee":[96],"requests":[97],"generate":[99],"recommendations":[100,166],"classification,":[103],"priority,":[104],"department":[105],"routing,":[106],"agent":[108],"assignment.":[109],"It":[110],"provides":[112],"summarization":[114],"initial":[116],"resolution":[117],"assistance.":[118],"combines":[121],"React-based":[123],"user":[124],"interface,":[125],"Node.js/Next.js":[126],"application":[127],"services,":[128,137],"PostgreSQL":[129],"persistent":[131],"data":[132,206],"storage,":[133],"AI-based":[134],"WebSocket-based":[139],"real-time":[140,210],"communication.":[141],"SLA":[142,208],"monitoring,":[143,209],"notifications,":[144],"history,":[146],"operational":[148,213,236],"analytics":[149,214],"are":[150,167],"integrated":[151],"into":[152],"same":[154],"workflow.":[155,220],"A":[156],"key":[157],"aspect":[158],"NIRNAYA":[160,221],"its":[162],"human-in-the-loop":[163],"design.":[164],"AI-generated":[165],"presented":[168,223],"personnel":[171],"validation":[173],"rather":[174],"than":[175],"being":[176],"treated":[177],"as":[178,224,240],"final":[179],"decisions.":[180],"This":[181],"allows":[182],"reduce":[187],"repetitive":[188],"triage":[189],"work":[190],"while":[191],"preserving":[192],"human":[193],"control":[194],"over":[195],"architecture":[200],"incorporates":[201],"AI-assisted":[202],"processing,":[204],"structured":[205],"management,":[207],"communication,":[211],"within":[215],"unified":[217],"design":[227],"prototype;":[229],"quantitative":[230],"evaluation":[231],"prediction":[233],"accuracy":[234],"performance":[237],"identified":[239],"area":[242],"future":[244],"work.":[245]},"counts_by_year":[],"updated_date":"2026-11-11T12:16:26.678958","created_date":"2026-11-10T00:00:00"}
