{"id":"https://openalex.org/W2260133884","doi":"https://doi.org/10.1007/978-3-662-45391-9_39","title":"Towards Auto-remediation in Services Delivery: Context-Based Classification of Noisy and Unstructured Tickets","display_name":"Towards Auto-remediation in Services Delivery: Context-Based Classification of Noisy and Unstructured Tickets","publication_year":2014,"publication_date":"2014-01-01","ids":{"openalex":"https://openalex.org/W2260133884","doi":"https://doi.org/10.1007/978-3-662-45391-9_39","mag":"2260133884"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-662-45391-9_39","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-662-45391-9_39","pdf_url":null,"source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"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 Computer Science","raw_type":"book-chapter"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5091567545","display_name":"Gargi Dasgupta","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":true,"raw_author_name":"Gargi B. Dasgupta","raw_affiliation_strings":["IBM Research, Bangalore, India"],"affiliations":[{"raw_affiliation_string":"IBM Research, Bangalore, India","institution_ids":["https://openalex.org/I4210103279"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5103106757","display_name":"Tapan K. Nayak","orcid":"https://orcid.org/0000-0003-4555-937X"},"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":"Tapan K. Nayak","raw_affiliation_strings":["IBM Research, Bangalore, India"],"affiliations":[{"raw_affiliation_string":"IBM Research, Bangalore, India","institution_ids":["https://openalex.org/I4210103279"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5020005244","display_name":"Arjun Akula","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":"Arjun R. Akula","raw_affiliation_strings":["IBM Research, Bangalore, India"],"affiliations":[{"raw_affiliation_string":"IBM Research, Bangalore, India","institution_ids":["https://openalex.org/I4210103279"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5112322219","display_name":"Shivali Agarwal","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":"Shivali Agarwal","raw_affiliation_strings":["IBM Research, Bangalore, India"],"affiliations":[{"raw_affiliation_string":"IBM Research, Bangalore, India","institution_ids":["https://openalex.org/I4210103279"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5027007650","display_name":"Shripad Nadgowda","orcid":"https://orcid.org/0000-0002-2763-9299"},"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":"Shripad J. Nadgowda","raw_affiliation_strings":["IBM Research, Bangalore, India"],"affiliations":[{"raw_affiliation_string":"IBM Research, Bangalore, India","institution_ids":["https://openalex.org/I4210103279"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":5,"corresponding_author_ids":["https://openalex.org/A5091567545"],"corresponding_institution_ids":["https://openalex.org/I4210103279"],"apc_list":{"value":5000,"currency":"EUR","value_usd":5392},"apc_paid":null,"fwci":1.0871,"has_fulltext":false,"cited_by_count":26,"citation_normalized_percentile":{"value":0.79800889,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":99},"biblio":{"volume":null,"issue":null,"first_page":"478","last_page":"485"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9991999864578247,"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/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9991999864578247,"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/T11550","display_name":"Text and Document Classification Technologies","score":0.9973999857902527,"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/T13083","display_name":"Advanced Text Analysis Techniques","score":0.9947999715805054,"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/computer-science","display_name":"Computer science","score":0.8601908683776855},{"id":"https://openalex.org/keywords/ticket","display_name":"Ticket","score":0.8200106024742126},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.6000171899795532},{"id":"https://openalex.org/keywords/unstructured-data","display_name":"Unstructured data","score":0.5582463145256042},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.542198896408081},{"id":"https://openalex.org/keywords/big-data","display_name":"Big data","score":0.5167979001998901},{"id":"https://openalex.org/keywords/analytics","display_name":"Analytics","score":0.4873571991920471},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.48577550053596497},{"id":"https://openalex.org/keywords/domain","display_name":"Domain (mathematical analysis)","score":0.4647746682167053},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.443676233291626},{"id":"https://openalex.org/keywords/revenue","display_name":"Revenue","score":0.4169366955757141},{"id":"https://openalex.org/keywords/data-mining","display_name":"Data mining","score":0.35546937584877014},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.33168351650238037},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.16814634203910828},{"id":"https://openalex.org/keywords/programming-language","display_name":"Programming language","score":0.08948114514350891}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.8601908683776855},{"id":"https://openalex.org/C2776540713","wikidata":"https://www.wikidata.org/wiki/Q7800647","display_name":"Ticket","level":2,"score":0.8200106024742126},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6000171899795532},{"id":"https://openalex.org/C2781252014","wikidata":"https://www.wikidata.org/wiki/Q1141900","display_name":"Unstructured data","level":3,"score":0.5582463145256042},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.542198896408081},{"id":"https://openalex.org/C75684735","wikidata":"https://www.wikidata.org/wiki/Q858810","display_name":"Big data","level":2,"score":0.5167979001998901},{"id":"https://openalex.org/C79158427","wikidata":"https://www.wikidata.org/wiki/Q485396","display_name":"Analytics","level":2,"score":0.4873571991920471},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.48577550053596497},{"id":"https://openalex.org/C36503486","wikidata":"https://www.wikidata.org/wiki/Q11235244","display_name":"Domain (mathematical analysis)","level":2,"score":0.4647746682167053},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.443676233291626},{"id":"https://openalex.org/C195487862","wikidata":"https://www.wikidata.org/wiki/Q850210","display_name":"Revenue","level":2,"score":0.4169366955757141},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.35546937584877014},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.33168351650238037},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.16814634203910828},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.08948114514350891},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C134306372","wikidata":"https://www.wikidata.org/wiki/Q7754","display_name":"Mathematical analysis","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C121955636","wikidata":"https://www.wikidata.org/wiki/Q4116214","display_name":"Accounting","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-662-45391-9_39","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-662-45391-9_39","pdf_url":null,"source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"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 Computer Science","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.699999988079071,"id":"https://metadata.un.org/sdg/8","display_name":"Decent work and economic growth"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":9,"referenced_works":["https://openalex.org/W187138455","https://openalex.org/W1992813315","https://openalex.org/W2001184714","https://openalex.org/W2124124593","https://openalex.org/W2132308245","https://openalex.org/W2143010077","https://openalex.org/W2148442785","https://openalex.org/W6603056600","https://openalex.org/W6606568368"],"related_works":["https://openalex.org/W2551093110","https://openalex.org/W2978688368","https://openalex.org/W3135487870","https://openalex.org/W2533296315","https://openalex.org/W3121545709","https://openalex.org/W4200273472","https://openalex.org/W4285814174","https://openalex.org/W2886345615","https://openalex.org/W4200541054","https://openalex.org/W4206684823"],"abstract_inverted_index":null,"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2021,"cited_by_count":6},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":4},{"year":2018,"cited_by_count":7},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}