{"id":"https://openalex.org/W2912312176","doi":"https://doi.org/10.1109/bigdata.2018.8622395","title":"Applications of Sequence to Sequence Models for Technical Support Automation","display_name":"Applications of Sequence to Sequence Models for Technical Support Automation","publication_year":2018,"publication_date":"2018-12-01","ids":{"openalex":"https://openalex.org/W2912312176","doi":"https://doi.org/10.1109/bigdata.2018.8622395","mag":"2912312176"},"language":"en","primary_location":{"id":"doi:10.1109/bigdata.2018.8622395","is_oa":false,"landing_page_url":"https://doi.org/10.1109/bigdata.2018.8622395","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2018 IEEE International Conference on Big Data (Big Data)","raw_type":"proceedings-article"},"type":"article","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/A5057964966","display_name":"Ghodrat Aalipour","orcid":null},"institutions":[{"id":"https://openalex.org/I1339145263","display_name":"Juniper Networks (United States)","ror":"https://ror.org/02pwct569","country_code":"US","type":"company","lineage":["https://openalex.org/I1339145263"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Ghodrat Aalipour","raw_affiliation_strings":["Support Automation Team, Juniper Networks, Inc, Sunnyvale, CA"],"affiliations":[{"raw_affiliation_string":"Support Automation Team, Juniper Networks, Inc, Sunnyvale, CA","institution_ids":["https://openalex.org/I1339145263"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5110533398","display_name":"Pranav Kumar","orcid":null},"institutions":[{"id":"https://openalex.org/I188538660","display_name":"University of Colorado Boulder","ror":"https://ror.org/02ttsq026","country_code":"US","type":"education","lineage":["https://openalex.org/I188538660"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Pranav Kumar","raw_affiliation_strings":["Department of Computer Science, University of Colorado Boulder, Boulder, CO"],"affiliations":[{"raw_affiliation_string":"Department of Computer Science, University of Colorado Boulder, Boulder, CO","institution_ids":["https://openalex.org/I188538660"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5088469412","display_name":"Santosh Aditham","orcid":"https://orcid.org/0000-0003-1310-1655"},"institutions":[{"id":"https://openalex.org/I1339145263","display_name":"Juniper Networks (United States)","ror":"https://ror.org/02pwct569","country_code":"US","type":"company","lineage":["https://openalex.org/I1339145263"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Santosh Aditham","raw_affiliation_strings":["Support Automation Team, Juniper Networks, Inc, Sunnyvale, CA"],"affiliations":[{"raw_affiliation_string":"Support Automation Team, Juniper Networks, Inc, Sunnyvale, CA","institution_ids":["https://openalex.org/I1339145263"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5046932726","display_name":"Trung Th\u00e0nh Nguy\u1ec5n","orcid":"https://orcid.org/0000-0002-3268-1790"},"institutions":[{"id":"https://openalex.org/I1339145263","display_name":"Juniper Networks (United States)","ror":"https://ror.org/02pwct569","country_code":"US","type":"company","lineage":["https://openalex.org/I1339145263"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Trung Nguyen","raw_affiliation_strings":["Support Automation Team, Juniper Networks, Inc, Sunnyvale, CA"],"affiliations":[{"raw_affiliation_string":"Support Automation Team, Juniper Networks, Inc, Sunnyvale, CA","institution_ids":["https://openalex.org/I1339145263"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5062292211","display_name":"Aditya Sood","orcid":"https://orcid.org/0000-0003-3739-2012"},"institutions":[{"id":"https://openalex.org/I1339145263","display_name":"Juniper Networks (United States)","ror":"https://ror.org/02pwct569","country_code":"US","type":"company","lineage":["https://openalex.org/I1339145263"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Aditya Sood","raw_affiliation_strings":["Support Automation Team, Juniper Networks, Inc, Sunnyvale, CA"],"affiliations":[{"raw_affiliation_string":"Support Automation Team, Juniper Networks, Inc, Sunnyvale, CA","institution_ids":["https://openalex.org/I1339145263"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":5,"corresponding_author_ids":["https://openalex.org/A5057964966"],"corresponding_institution_ids":["https://openalex.org/I1339145263"],"apc_list":null,"apc_paid":null,"fwci":1.1402,"has_fulltext":false,"cited_by_count":14,"citation_normalized_percentile":{"value":0.84375508,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":null,"issue":null,"first_page":"4861","last_page":"4869"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10028","display_name":"Topic Modeling","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/T10028","display_name":"Topic Modeling","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/T10181","display_name":"Natural Language Processing Techniques","score":0.9997000098228455,"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/T12016","display_name":"Web Data Mining and Analysis","score":0.9972000122070312,"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/computer-science","display_name":"Computer science","score":0.7546064257621765},{"id":"https://openalex.org/keywords/leverage","display_name":"Leverage (statistics)","score":0.7017080783843994},{"id":"https://openalex.org/keywords/chatbot","display_name":"Chatbot","score":0.6993687152862549},{"id":"https://openalex.org/keywords/personalization","display_name":"Personalization","score":0.5642992258071899},{"id":"https://openalex.org/keywords/automation","display_name":"Automation","score":0.523600697517395},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.4750418961048126},{"id":"https://openalex.org/keywords/sequence","display_name":"Sequence (biology)","score":0.4299930930137634},{"id":"https://openalex.org/keywords/recurrent-neural-network","display_name":"Recurrent neural network","score":0.419653058052063},{"id":"https://openalex.org/keywords/artificial-neural-network","display_name":"Artificial neural network","score":0.40463656187057495},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.374686598777771},{"id":"https://openalex.org/keywords/software-engineering","display_name":"Software engineering","score":0.3486676812171936},{"id":"https://openalex.org/keywords/natural-language-processing","display_name":"Natural language processing","score":0.3271520733833313},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.2994757890701294},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.17078277468681335}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7546064257621765},{"id":"https://openalex.org/C153083717","wikidata":"https://www.wikidata.org/wiki/Q6535263","display_name":"Leverage (statistics)","level":2,"score":0.7017080783843994},{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.6993687152862549},{"id":"https://openalex.org/C183003079","wikidata":"https://www.wikidata.org/wiki/Q1000371","display_name":"Personalization","level":2,"score":0.5642992258071899},{"id":"https://openalex.org/C115901376","wikidata":"https://www.wikidata.org/wiki/Q184199","display_name":"Automation","level":2,"score":0.523600697517395},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.4750418961048126},{"id":"https://openalex.org/C2778112365","wikidata":"https://www.wikidata.org/wiki/Q3511065","display_name":"Sequence (biology)","level":2,"score":0.4299930930137634},{"id":"https://openalex.org/C147168706","wikidata":"https://www.wikidata.org/wiki/Q1457734","display_name":"Recurrent neural network","level":3,"score":0.419653058052063},{"id":"https://openalex.org/C50644808","wikidata":"https://www.wikidata.org/wiki/Q192776","display_name":"Artificial neural network","level":2,"score":0.40463656187057495},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.374686598777771},{"id":"https://openalex.org/C115903868","wikidata":"https://www.wikidata.org/wiki/Q80993","display_name":"Software engineering","level":1,"score":0.3486676812171936},{"id":"https://openalex.org/C204321447","wikidata":"https://www.wikidata.org/wiki/Q30642","display_name":"Natural language processing","level":1,"score":0.3271520733833313},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.2994757890701294},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.17078277468681335},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C54355233","wikidata":"https://www.wikidata.org/wiki/Q7162","display_name":"Genetics","level":1,"score":0.0},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/bigdata.2018.8622395","is_oa":false,"landing_page_url":"https://doi.org/10.1109/bigdata.2018.8622395","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2018 IEEE International Conference on Big Data (Big Data)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.5299999713897705,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":37,"referenced_works":["https://openalex.org/W45662415","https://openalex.org/W1646777016","https://openalex.org/W1847211030","https://openalex.org/W1984744149","https://openalex.org/W2130942839","https://openalex.org/W2131774270","https://openalex.org/W2133564696","https://openalex.org/W2136939460","https://openalex.org/W2153579005","https://openalex.org/W2157331557","https://openalex.org/W2250539671","https://openalex.org/W2318994447","https://openalex.org/W2321205984","https://openalex.org/W2328886022","https://openalex.org/W2373570000","https://openalex.org/W2611049140","https://openalex.org/W2739401819","https://openalex.org/W2884745705","https://openalex.org/W2888442053","https://openalex.org/W2962883855","https://openalex.org/W2962976808","https://openalex.org/W2963206148","https://openalex.org/W2963903950","https://openalex.org/W2963929190","https://openalex.org/W2964061924","https://openalex.org/W2964308564","https://openalex.org/W2964352131","https://openalex.org/W3101817723","https://openalex.org/W4294170691","https://openalex.org/W6601889179","https://openalex.org/W6638591663","https://openalex.org/W6640842352","https://openalex.org/W6679434410","https://openalex.org/W6679436768","https://openalex.org/W6680230698","https://openalex.org/W6682691769","https://openalex.org/W6793125667"],"related_works":["https://openalex.org/W4383501580","https://openalex.org/W4214931137","https://openalex.org/W4387007686","https://openalex.org/W4313813117","https://openalex.org/W4382052417","https://openalex.org/W3192088754","https://openalex.org/W3084631705","https://openalex.org/W3176146353","https://openalex.org/W4293646425","https://openalex.org/W4379781060"],"abstract_inverted_index":{"Juniper":[0,20],"Networks,":[1,21],"Inc.":[2,22],"offers":[3],"hardware":[4],"products":[5],"and":[6,32,89,102,120,146,155],"software":[7],"services":[8],"to":[9,14,43,62,80,93,123],"its":[10],"enterprise":[11],"customers.":[12],"Due":[13],"the":[15,28,36,45,95,125,152,157,189],"nature":[16,127],"of":[17,35,128,173,191],"it's":[18],"business,":[19],"is":[23,42,179],"deeply":[24],"invested":[25],"in":[26,98],"providing":[27],"best":[29],"customer":[30],"support":[31,37,100],"as":[33],"part":[34],"automation":[38],"team,":[39],"our":[40,87,99,129,134,142,160,165,183,192],"goal":[41],"optimize":[44],"company's":[46],"efforts":[47,135],"towards":[48,136],"it.":[49],"For":[50],"this":[51,70],"purpose,":[52],"alongside":[53],"other":[54,103],"initiatives,":[55],"we":[56,66,72,132,140,150],"leverage":[57],"deep":[58],"learning":[59],"based":[60],"sequence":[61,63],"models":[64,107,161],"wherever":[65],"see":[67],"fit.":[68],"In":[69],"paper,":[71],"discuss":[73,133],"two":[74,106],"such":[75],"models:":[76],"a":[77,90],"conversational":[78],"chatbot":[79,187],"help":[81],"answer":[82],"some":[83],"technical":[84],"questions":[85],"for":[86,117,175],"customers,":[88],"text":[91,97,176],"summarizer":[92,177],"condense":[94],"large":[96],"tickets":[101],"articles.":[104],"These":[105],"are":[108],"designed":[109],"using":[110],"bi-directional":[111],"recurrent":[112],"neural":[113],"network":[114],"(Bi-RNN)":[115],"architectures":[116],"content":[118],"understanding":[119],"were":[121],"customized":[122],"fit":[124],"domain-specific":[126],"data.":[130],"First,":[131],"data":[137],"preparation.":[138],"Then,":[139],"explain":[141],"model":[143],"design,":[144],"customization":[145],"evaluation":[147],"mechanisms.":[148],"Finally,":[149],"provide":[151],"preliminary":[153],"results":[154,169],"share":[156],"potential":[158],"impact":[159],"will":[162],"have":[163,170],"on":[164],"business.":[166],"Our":[167,186],"initial":[168],"BLEU":[171],"score":[172],"0.21":[174],"which":[178],"16%":[180],"better":[181],"than":[182],"baseline":[184],"model.":[185],"passed":[188],"eye-tests":[190],"subject":[193],"matter":[194],"experts.":[195]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":5},{"year":2019,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}