{"id":"https://openalex.org/W3123284765","doi":"https://doi.org/10.1007/978-3-030-66498-5_17","title":"Analyzing Comments in Ticket Resolution to Capture Underlying Process Interactions","display_name":"Analyzing Comments in Ticket Resolution to Capture Underlying Process Interactions","publication_year":2020,"publication_date":"2020-01-01","ids":{"openalex":"https://openalex.org/W3123284765","doi":"https://doi.org/10.1007/978-3-030-66498-5_17","mag":"3123284765"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-030-66498-5_17","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-66498-5_17","pdf_url":null,"source":{"id":"https://openalex.org/S4210177767","display_name":"Lecture notes in business information processing","issn_l":"1865-1348","issn":["1865-1348","1865-1356"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Business Information Processing","raw_type":"book-chapter"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://research.tue.nl/en/publications/48068e1e-8ed1-47bf-a734-84c932a92b10","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5101560773","display_name":"Monika Gupta","orcid":"https://orcid.org/0000-0002-8030-4367"},"institutions":[{"id":"https://openalex.org/I4210103279","display_name":"IBM Research - India","ror":"https://ror.org/014wt7r80","country_code":"IN","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210103279","https://openalex.org/I4210114115"]}],"countries":["IN"],"is_corresponding":true,"raw_author_name":"Monika Gupta","raw_affiliation_strings":["IBM Research, New Delhi, India"],"affiliations":[{"raw_affiliation_string":"IBM Research, New Delhi, India","institution_ids":["https://openalex.org/I4210103279"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101668162","display_name":"Prerna Agarwal","orcid":"https://orcid.org/0000-0003-4439-0082"},"institutions":[{"id":"https://openalex.org/I4210103279","display_name":"IBM Research - India","ror":"https://ror.org/014wt7r80","country_code":"IN","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210103279","https://openalex.org/I4210114115"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Prerna Agarwal","raw_affiliation_strings":["IBM Research, New Delhi, India"],"affiliations":[{"raw_affiliation_string":"IBM Research, New Delhi, India","institution_ids":["https://openalex.org/I4210103279"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5068186589","display_name":"Tarun Tater","orcid":null},"institutions":[{"id":"https://openalex.org/I4210103279","display_name":"IBM Research - India","ror":"https://ror.org/014wt7r80","country_code":"IN","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210103279","https://openalex.org/I4210114115"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Tarun Tater","raw_affiliation_strings":["IBM Research, New Delhi, India"],"affiliations":[{"raw_affiliation_string":"IBM Research, New Delhi, India","institution_ids":["https://openalex.org/I4210103279"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5080765956","display_name":"Sampath Dechu","orcid":null},"institutions":[{"id":"https://openalex.org/I4210103279","display_name":"IBM Research - India","ror":"https://ror.org/014wt7r80","country_code":"IN","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210103279","https://openalex.org/I4210114115"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Sampath Dechu","raw_affiliation_strings":["IBM Research, New Delhi, India"],"affiliations":[{"raw_affiliation_string":"IBM Research, New Delhi, India","institution_ids":["https://openalex.org/I4210103279"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5054753279","display_name":"Alexander Serebrenik","orcid":"https://orcid.org/0000-0002-1418-0095"},"institutions":[{"id":"https://openalex.org/I83019370","display_name":"Eindhoven University of Technology","ror":"https://ror.org/02c2kyt77","country_code":"NL","type":"education","lineage":["https://openalex.org/I83019370"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Alexander Serebrenik","raw_affiliation_strings":["Eindhoven University of Technology, Eindhoven, The Netherlands"],"affiliations":[{"raw_affiliation_string":"Eindhoven University of Technology, Eindhoven, The Netherlands","institution_ids":["https://openalex.org/I83019370"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":5,"corresponding_author_ids":["https://openalex.org/A5101560773"],"corresponding_institution_ids":["https://openalex.org/I4210103279"],"apc_list":null,"apc_paid":null,"fwci":0.5495,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.7196423,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"219","last_page":"231"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T13083","display_name":"Advanced Text Analysis Techniques","score":0.9998999834060669,"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"}},"topics":[{"id":"https://openalex.org/T13083","display_name":"Advanced Text Analysis Techniques","score":0.9998999834060669,"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"}},{"id":"https://openalex.org/T10064","display_name":"Complex Network Analysis Techniques","score":0.9718000292778015,"subfield":{"id":"https://openalex.org/subfields/3109","display_name":"Statistical and Nonlinear Physics"},"field":{"id":"https://openalex.org/fields/31","display_name":"Physics and Astronomy"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10260","display_name":"Software Engineering Research","score":0.9656000137329102,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"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/ticket","display_name":"Ticket","score":0.8646843433380127},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.8495757579803467},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.7294787168502808},{"id":"https://openalex.org/keywords/process-mining","display_name":"Process mining","score":0.6728497743606567},{"id":"https://openalex.org/keywords/event","display_name":"Event (particle physics)","score":0.5996053218841553},{"id":"https://openalex.org/keywords/business-process-discovery","display_name":"Business process discovery","score":0.555858850479126},{"id":"https://openalex.org/keywords/graph","display_name":"Graph","score":0.5003852844238281},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.4487787187099457},{"id":"https://openalex.org/keywords/data-mining","display_name":"Data mining","score":0.4357910752296448},{"id":"https://openalex.org/keywords/resolution","display_name":"Resolution (logic)","score":0.4250966012477875},{"id":"https://openalex.org/keywords/information-retrieval","display_name":"Information retrieval","score":0.3658090829849243},{"id":"https://openalex.org/keywords/work-in-process","display_name":"Work in process","score":0.2935488224029541},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.26381826400756836},{"id":"https://openalex.org/keywords/business-process-modeling","display_name":"Business process modeling","score":0.19345256686210632},{"id":"https://openalex.org/keywords/business-process","display_name":"Business process","score":0.18475615978240967},{"id":"https://openalex.org/keywords/theoretical-computer-science","display_name":"Theoretical computer science","score":0.11462900042533875}],"concepts":[{"id":"https://openalex.org/C2776540713","wikidata":"https://www.wikidata.org/wiki/Q7800647","display_name":"Ticket","level":2,"score":0.8646843433380127},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.8495757579803467},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.7294787168502808},{"id":"https://openalex.org/C124670913","wikidata":"https://www.wikidata.org/wiki/Q2608526","display_name":"Process mining","level":5,"score":0.6728497743606567},{"id":"https://openalex.org/C2779662365","wikidata":"https://www.wikidata.org/wiki/Q5416694","display_name":"Event (particle physics)","level":2,"score":0.5996053218841553},{"id":"https://openalex.org/C93453677","wikidata":"https://www.wikidata.org/wiki/Q1017580","display_name":"Business process discovery","level":5,"score":0.555858850479126},{"id":"https://openalex.org/C132525143","wikidata":"https://www.wikidata.org/wiki/Q141488","display_name":"Graph","level":2,"score":0.5003852844238281},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.4487787187099457},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.4357910752296448},{"id":"https://openalex.org/C138268822","wikidata":"https://www.wikidata.org/wiki/Q1051925","display_name":"Resolution (logic)","level":2,"score":0.4250966012477875},{"id":"https://openalex.org/C23123220","wikidata":"https://www.wikidata.org/wiki/Q816826","display_name":"Information retrieval","level":1,"score":0.3658090829849243},{"id":"https://openalex.org/C174998907","wikidata":"https://www.wikidata.org/wiki/Q357662","display_name":"Work in process","level":2,"score":0.2935488224029541},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.26381826400756836},{"id":"https://openalex.org/C207505557","wikidata":"https://www.wikidata.org/wiki/Q4374012","display_name":"Business process modeling","level":4,"score":0.19345256686210632},{"id":"https://openalex.org/C85345410","wikidata":"https://www.wikidata.org/wiki/Q851587","display_name":"Business process","level":3,"score":0.18475615978240967},{"id":"https://openalex.org/C80444323","wikidata":"https://www.wikidata.org/wiki/Q2878974","display_name":"Theoretical computer science","level":1,"score":0.11462900042533875},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.0},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/978-3-030-66498-5_17","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-66498-5_17","pdf_url":null,"source":{"id":"https://openalex.org/S4210177767","display_name":"Lecture notes in business information processing","issn_l":"1865-1348","issn":["1865-1348","1865-1356"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Business Information Processing","raw_type":"book-chapter"},{"id":"pmh:oai:pure.tue.nl:openaire/48068e1e-8ed1-47bf-a734-84c932a92b10","is_oa":true,"landing_page_url":"https://research.tue.nl/en/publications/48068e1e-8ed1-47bf-a734-84c932a92b10","pdf_url":null,"source":{"id":"https://openalex.org/S4406922641","display_name":"TU/e Research Portal","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Gupta, M, Agarwal, P, Tater, T, Dechu, S & Serebrenik, A 2021, Analyzing Comments in Ticket Resolution to Capture Underlying Process Interactions. in A Del R\u00edo Ortega, H Leopold & F M Santoro (eds), Business Process Management Workshops : BPM 2020 International Workshops, Seville, Spain, September 13\u201318, 2020, Revised Selected Papers. Lecture Notes in Business Information Processing (LNBIP), vol. 397, Springer, Cham, pp. 219-231, 18th International Conference on Business Process Management (BPM 2020) , Sevilla, Spain, 13/09/20. https://doi.org/10.1007/978-3-030-66498-5_17","raw_type":"info:eu-repo/semantics/publishedVersion"}],"best_oa_location":{"id":"pmh:oai:pure.tue.nl:openaire/48068e1e-8ed1-47bf-a734-84c932a92b10","is_oa":true,"landing_page_url":"https://research.tue.nl/en/publications/48068e1e-8ed1-47bf-a734-84c932a92b10","pdf_url":null,"source":{"id":"https://openalex.org/S4406922641","display_name":"TU/e Research Portal","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Gupta, M, Agarwal, P, Tater, T, Dechu, S & Serebrenik, A 2021, Analyzing Comments in Ticket Resolution to Capture Underlying Process Interactions. in A Del R\u00edo Ortega, H Leopold & F M Santoro (eds), Business Process Management Workshops : BPM 2020 International Workshops, Seville, Spain, September 13\u201318, 2020, Revised Selected Papers. Lecture Notes in Business Information Processing (LNBIP), vol. 397, Springer, Cham, pp. 219-231, 18th International Conference on Business Process Management (BPM 2020) , Sevilla, Spain, 13/09/20. https://doi.org/10.1007/978-3-030-66498-5_17","raw_type":"info:eu-repo/semantics/publishedVersion"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":18,"referenced_works":["https://openalex.org/W207431025","https://openalex.org/W1490658580","https://openalex.org/W1492250428","https://openalex.org/W1574901103","https://openalex.org/W1828830618","https://openalex.org/W2006480487","https://openalex.org/W2129026672","https://openalex.org/W2136075087","https://openalex.org/W2137763598","https://openalex.org/W2145766604","https://openalex.org/W2146649871","https://openalex.org/W2163659824","https://openalex.org/W2167329753","https://openalex.org/W2765320984","https://openalex.org/W2777677740","https://openalex.org/W2854059302","https://openalex.org/W4230145224","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2150478723","https://openalex.org/W4365511202","https://openalex.org/W4300560926","https://openalex.org/W2608662023","https://openalex.org/W2158991459","https://openalex.org/W2808742510","https://openalex.org/W4248246100","https://openalex.org/W4205089782","https://openalex.org/W2772392577","https://openalex.org/W2951751957"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":3},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}