{"id":"https://openalex.org/W7134163851","doi":"https://doi.org/10.1109/bigdata66926.2025.11402036","title":"Automated Single-Turn Solution Recommendation System for Software IT Support Tickets","display_name":"Automated Single-Turn Solution Recommendation System for Software IT Support Tickets","publication_year":2025,"publication_date":"2025-12-08","ids":{"openalex":"https://openalex.org/W7134163851","doi":"https://doi.org/10.1109/bigdata66926.2025.11402036"},"language":null,"primary_location":{"id":"doi:10.1109/bigdata66926.2025.11402036","is_oa":false,"landing_page_url":"https://doi.org/10.1109/bigdata66926.2025.11402036","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2025 IEEE International Conference on Big Data (BigData)","raw_type":"proceedings-article"},"type":"conference-paper","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/A5117865230","display_name":"Paulina Toro Isaza","orcid":null},"institutions":[{"id":"https://openalex.org/I1341412227","display_name":"IBM (United States)","ror":"https://ror.org/05hh8d621","country_code":"US","type":"company","lineage":["https://openalex.org/I1341412227"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Paulina Toro Isaza","raw_affiliation_strings":["IBM Research,U.S.A"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Research,U.S.A","institution_ids":["https://openalex.org/I1341412227"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5086245548","display_name":"Michael Nidd","orcid":"https://orcid.org/0000-0001-7379-2852"},"institutions":[{"id":"https://openalex.org/I4210126328","display_name":"IBM Research - Zurich","ror":"https://ror.org/02js37d36","country_code":"CH","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210114115","https://openalex.org/I4210126328"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Michael Nidd","raw_affiliation_strings":["IBM Research,Zurich,Switzerland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Research,Zurich,Switzerland","institution_ids":["https://openalex.org/I4210126328"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5128358149","display_name":"Noah Zheutlin","orcid":null},"institutions":[{"id":"https://openalex.org/I1341412227","display_name":"IBM (United States)","ror":"https://ror.org/05hh8d621","country_code":"US","type":"company","lineage":["https://openalex.org/I1341412227"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Noah Zheutlin","raw_affiliation_strings":["IBM Research,U.S.A"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Research,U.S.A","institution_ids":["https://openalex.org/I1341412227"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5033066563","display_name":"Jae\u2010wook Ahn","orcid":null},"institutions":[{"id":"https://openalex.org/I1341412227","display_name":"IBM (United States)","ror":"https://ror.org/05hh8d621","country_code":"US","type":"company","lineage":["https://openalex.org/I1341412227"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Jae-Wook Ahn","raw_affiliation_strings":["IBM Research,U.S.A"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Research,U.S.A","institution_ids":["https://openalex.org/I1341412227"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5016742175","display_name":"Chidansh Bhatt","orcid":null},"institutions":[{"id":"https://openalex.org/I1341412227","display_name":"IBM (United States)","ror":"https://ror.org/05hh8d621","country_code":"US","type":"company","lineage":["https://openalex.org/I1341412227"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Chidansh Amitkumar Bhatt","raw_affiliation_strings":["IBM Research,U.S.A"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Research,U.S.A","institution_ids":["https://openalex.org/I1341412227"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101921698","display_name":"Yu Deng","orcid":"https://orcid.org/0000-0003-2343-3688"},"institutions":[{"id":"https://openalex.org/I1341412227","display_name":"IBM (United States)","ror":"https://ror.org/05hh8d621","country_code":"US","type":"company","lineage":["https://openalex.org/I1341412227"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Yu Deng","raw_affiliation_strings":["IBM Research,U.S.A"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Research,U.S.A","institution_ids":["https://openalex.org/I1341412227"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5059002634","display_name":"Ruchi Mahindru","orcid":"https://orcid.org/0000-0002-4711-8829"},"institutions":[{"id":"https://openalex.org/I1341412227","display_name":"IBM (United States)","ror":"https://ror.org/05hh8d621","country_code":"US","type":"company","lineage":["https://openalex.org/I1341412227"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Ruchi Mahindru","raw_affiliation_strings":["IBM Research,U.S.A"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Research,U.S.A","institution_ids":["https://openalex.org/I1341412227"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5128340687","display_name":"Martin Franz","orcid":null},"institutions":[{"id":"https://openalex.org/I1341412227","display_name":"IBM (United States)","ror":"https://ror.org/05hh8d621","country_code":"US","type":"company","lineage":["https://openalex.org/I1341412227"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Martin Franz","raw_affiliation_strings":["IBM Research,U.S.A"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Research,U.S.A","institution_ids":["https://openalex.org/I1341412227"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5114402371","display_name":"Hans Florian","orcid":null},"institutions":[{"id":"https://openalex.org/I1341412227","display_name":"IBM (United States)","ror":"https://ror.org/05hh8d621","country_code":"US","type":"company","lineage":["https://openalex.org/I1341412227"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Hans Florian","raw_affiliation_strings":["IBM Research,U.S.A"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Research,U.S.A","institution_ids":["https://openalex.org/I1341412227"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5043396055","display_name":"Salim Roukos","orcid":"https://orcid.org/0000-0003-2140-4349"},"institutions":[{"id":"https://openalex.org/I1341412227","display_name":"IBM (United States)","ror":"https://ror.org/05hh8d621","country_code":"US","type":"company","lineage":["https://openalex.org/I1341412227"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Salim Roukos","raw_affiliation_strings":["IBM Research,U.S.A"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Research,U.S.A","institution_ids":["https://openalex.org/I1341412227"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"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":0.69578783,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"2329","last_page":"2338"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12127","display_name":"Software System Performance and Reliability","score":0.2184000015258789,"subfield":{"id":"https://openalex.org/subfields/1705","display_name":"Computer Networks and Communications"},"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/T12127","display_name":"Software System Performance and Reliability","score":0.2184000015258789,"subfield":{"id":"https://openalex.org/subfields/1705","display_name":"Computer Networks and Communications"},"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/T12423","display_name":"Software Reliability and Analysis Research","score":0.0348999984562397,"subfield":{"id":"https://openalex.org/subfields/1712","display_name":"Software"},"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/T10260","display_name":"Software Engineering Research","score":0.028599999845027924,"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/software","display_name":"Software","score":0.582099974155426},{"id":"https://openalex.org/keywords/recommender-system","display_name":"Recommender system","score":0.48159998655319214},{"id":"https://openalex.org/keywords/automation","display_name":"Automation","score":0.3294999897480011},{"id":"https://openalex.org/keywords/software-system","display_name":"Software system","score":0.3086000084877014},{"id":"https://openalex.org/keywords/information-system","display_name":"Information system","score":0.2962000072002411},{"id":"https://openalex.org/keywords/expert-system","display_name":"Expert system","score":0.2603999972343445}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.635200023651123},{"id":"https://openalex.org/C2777904410","wikidata":"https://www.wikidata.org/wiki/Q7397","display_name":"Software","level":2,"score":0.582099974155426},{"id":"https://openalex.org/C557471498","wikidata":"https://www.wikidata.org/wiki/Q554950","display_name":"Recommender system","level":2,"score":0.48159998655319214},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.3921999931335449},{"id":"https://openalex.org/C115901376","wikidata":"https://www.wikidata.org/wiki/Q184199","display_name":"Automation","level":2,"score":0.3294999897480011},{"id":"https://openalex.org/C149091818","wikidata":"https://www.wikidata.org/wiki/Q2429814","display_name":"Software system","level":3,"score":0.3086000084877014},{"id":"https://openalex.org/C115903868","wikidata":"https://www.wikidata.org/wiki/Q80993","display_name":"Software engineering","level":1,"score":0.2973000109195709},{"id":"https://openalex.org/C180198813","wikidata":"https://www.wikidata.org/wiki/Q121182","display_name":"Information system","level":2,"score":0.2962000072002411},{"id":"https://openalex.org/C23123220","wikidata":"https://www.wikidata.org/wiki/Q816826","display_name":"Information retrieval","level":1,"score":0.2879999876022339},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.28220000863075256},{"id":"https://openalex.org/C58328972","wikidata":"https://www.wikidata.org/wiki/Q184609","display_name":"Expert system","level":2,"score":0.2603999972343445},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.25929999351501465},{"id":"https://openalex.org/C2776401178","wikidata":"https://www.wikidata.org/wiki/Q12050496","display_name":"Feature (linguistics)","level":2,"score":0.25859999656677246},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.25690001249313354}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/bigdata66926.2025.11402036","is_oa":false,"landing_page_url":"https://doi.org/10.1109/bigdata66926.2025.11402036","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2025 IEEE International Conference on Big Data (BigData)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":17,"referenced_works":["https://openalex.org/W2759755869","https://openalex.org/W3155807546","https://openalex.org/W3157758108","https://openalex.org/W3174809957","https://openalex.org/W3185341429","https://openalex.org/W4252076394","https://openalex.org/W4281641068","https://openalex.org/W4384345635","https://openalex.org/W4385258331","https://openalex.org/W4385621806","https://openalex.org/W4389921502","https://openalex.org/W4391376033","https://openalex.org/W4394946189","https://openalex.org/W4398757454","https://openalex.org/W4400528676","https://openalex.org/W4402671058","https://openalex.org/W4404534210"],"related_works":[],"abstract_inverted_index":null,"counts_by_year":[],"updated_date":"2026-07-29T14:22:42.915294","created_date":"2026-03-09T00:00:00"}