{"id":"https://openalex.org/W4414272319","doi":"https://doi.org/10.1109/ichms65439.2025.11154153","title":"Dear LLM, Why Are They Complaining? On Root Cause Analysis (RCA) In Customer Service Automation Using Large Language Models (LLMS)","display_name":"Dear LLM, Why Are They Complaining? On Root Cause Analysis (RCA) In Customer Service Automation Using Large Language Models (LLMS)","publication_year":2025,"publication_date":"2025-05-26","ids":{"openalex":"https://openalex.org/W4414272319","doi":"https://doi.org/10.1109/ichms65439.2025.11154153"},"language":"en","primary_location":{"id":"doi:10.1109/ichms65439.2025.11154153","is_oa":false,"landing_page_url":"https://doi.org/10.1109/ichms65439.2025.11154153","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2025 IEEE 5th International Conference on Human-Machine Systems (ICHMS)","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/A5035177276","display_name":"Kadhim Hayawi","orcid":"https://orcid.org/0000-0002-8092-4590"},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Kadhim Hayawi","raw_affiliation_strings":["AICEO,Dubai,UAE"],"affiliations":[{"raw_affiliation_string":"AICEO,Dubai,UAE","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5040754771","display_name":"Sakib Shahriar","orcid":"https://orcid.org/0000-0002-5778-4876"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Sakib Shahriar","raw_affiliation_strings":["AICEO,Dubai,UAE"],"affiliations":[{"raw_affiliation_string":"AICEO,Dubai,UAE","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5035177276"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.42341817,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"338","last_page":"343"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11891","display_name":"Big Data and Business Intelligence","score":0.645799994468689,"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/T11891","display_name":"Big Data and Business Intelligence","score":0.645799994468689,"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/T11719","display_name":"Data Quality and Management","score":0.5734999775886536,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.572700023651123,"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/interpretability","display_name":"Interpretability","score":0.8434000015258789},{"id":"https://openalex.org/keywords/automation","display_name":"Automation","score":0.5694000124931335},{"id":"https://openalex.org/keywords/root-cause-analysis","display_name":"Root cause analysis","score":0.5482000112533569},{"id":"https://openalex.org/keywords/complaint","display_name":"Complaint","score":0.4415999948978424},{"id":"https://openalex.org/keywords/domain","display_name":"Domain (mathematical analysis)","score":0.3977000117301941},{"id":"https://openalex.org/keywords/key","display_name":"Key (lock)","score":0.34209999442100525},{"id":"https://openalex.org/keywords/root-cause","display_name":"Root cause","score":0.335999995470047},{"id":"https://openalex.org/keywords/root","display_name":"Root (linguistics)","score":0.304500013589859}],"concepts":[{"id":"https://openalex.org/C2781067378","wikidata":"https://www.wikidata.org/wiki/Q17027399","display_name":"Interpretability","level":2,"score":0.8434000015258789},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6362000107765198},{"id":"https://openalex.org/C115901376","wikidata":"https://www.wikidata.org/wiki/Q184199","display_name":"Automation","level":2,"score":0.5694000124931335},{"id":"https://openalex.org/C130963320","wikidata":"https://www.wikidata.org/wiki/Q1401207","display_name":"Root cause analysis","level":2,"score":0.5482000112533569},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.46050000190734863},{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.4415999948978424},{"id":"https://openalex.org/C36503486","wikidata":"https://www.wikidata.org/wiki/Q11235244","display_name":"Domain (mathematical analysis)","level":2,"score":0.3977000117301941},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.375900000333786},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3677000105381012},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.3522000014781952},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.34209999442100525},{"id":"https://openalex.org/C84945661","wikidata":"https://www.wikidata.org/wiki/Q7366567","display_name":"Root cause","level":2,"score":0.335999995470047},{"id":"https://openalex.org/C171078966","wikidata":"https://www.wikidata.org/wiki/Q111029","display_name":"Root (linguistics)","level":2,"score":0.304500013589859},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.2980000078678131},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.2881999909877777},{"id":"https://openalex.org/C112930515","wikidata":"https://www.wikidata.org/wiki/Q4389547","display_name":"Risk analysis (engineering)","level":1,"score":0.2840999960899353},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.2815000116825104},{"id":"https://openalex.org/C206345919","wikidata":"https://www.wikidata.org/wiki/Q20380951","display_name":"Resource (disambiguation)","level":2,"score":0.27730000019073486},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.26809999346733093},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.2671000063419342},{"id":"https://openalex.org/C199033989","wikidata":"https://www.wikidata.org/wiki/Q1318295","display_name":"Narrative","level":2,"score":0.2651999890804291},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.2619999945163727},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.2596000134944916},{"id":"https://openalex.org/C145644426","wikidata":"https://www.wikidata.org/wiki/Q169411","display_name":"Unified Modeling Language","level":3,"score":0.2581000030040741},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.25760000944137573},{"id":"https://openalex.org/C207685749","wikidata":"https://www.wikidata.org/wiki/Q2088941","display_name":"Domain knowledge","level":2,"score":0.25099998712539673}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/ichms65439.2025.11154153","is_oa":false,"landing_page_url":"https://doi.org/10.1109/ichms65439.2025.11154153","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2025 IEEE 5th International Conference on Human-Machine Systems (ICHMS)","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":29,"referenced_works":["https://openalex.org/W2075402100","https://openalex.org/W2178766736","https://openalex.org/W2586846068","https://openalex.org/W2752140289","https://openalex.org/W2810140125","https://openalex.org/W2857916736","https://openalex.org/W2902772037","https://openalex.org/W2903903243","https://openalex.org/W2952613490","https://openalex.org/W2953575192","https://openalex.org/W2973388900","https://openalex.org/W2990563145","https://openalex.org/W2993840636","https://openalex.org/W3037228998","https://openalex.org/W3091899017","https://openalex.org/W3094146027","https://openalex.org/W3137617283","https://openalex.org/W3190028216","https://openalex.org/W4200497638","https://openalex.org/W4307525381","https://openalex.org/W4312849141","https://openalex.org/W4379410101","https://openalex.org/W4381250863","https://openalex.org/W4381744889","https://openalex.org/W4402193259","https://openalex.org/W4402351725","https://openalex.org/W4403620611","https://openalex.org/W4406900157","https://openalex.org/W4407193212"],"related_works":[],"abstract_inverted_index":{"The":[0,166],"goal":[1],"of":[2,16,51,65,161,168],"Root":[3],"Cause":[4],"Analysis":[5],"(RCA)":[6],"is":[7],"to":[8,42,184],"determine":[9],"the":[10,63,141,150,159],"underlying":[11],"concern":[12],"from":[13,91,113],"a":[14,48,107],"host":[15],"concerns.":[17],"In":[18],"customer":[19,29,115],"service,":[20],"RCA":[21,34,66,110,145,154,186],"can":[22,85],"help":[23],"organizations":[24],"identify":[25],"fundamental":[26],"issues":[27],"in":[28,136,143,152,163],"complaints":[30],"and":[31,44,75,129,174],"dissatisfaction.":[32],"Traditional":[33],"methods":[35],"relied":[36],"on":[37,133],"human":[38],"analysis,":[39],"often":[40],"prone":[41],"subjectivity":[43],"bias.":[45],"Moreover,":[46],"processing":[47],"large":[49],"volume":[50],"complaint":[52,116],"narratives":[53,117],"demands":[54],"significant":[55],"resources.":[56],"With":[57],"datadriven":[58],"approaches":[59,71],"like":[60,171],"machine":[61],"learning,":[62],"efficiency":[64],"has":[67],"improved.":[68],"However,":[69],"these":[70],"require":[72],"domain":[73],"expertise":[74],"training":[76],"data":[77],"for":[78,109],"accurate":[79],"performance.":[80],"Large":[81],"Language":[82],"Models":[83],"(LLMs)":[84],"mitigate":[86],"this":[87],"challenge":[88],"by":[89],"learning":[90,96],"limited":[92],"examples":[93,100],"through":[94,101],"few-shot":[95],"or":[97],"without":[98],"any":[99],"zero-shot":[102],"learning.":[103],"This":[104],"research":[105,182],"introduces":[106],"dataset":[108],"detection":[111],"collected":[112],"realworld":[114],"across":[118],"diverse":[119],"issues.":[120],"Six":[121],"state-of-the-art":[122],"LLMs,":[123],"including":[124],"OpenAI's":[125],"o1,":[126],"GPT-4o,":[127],"Sonnet,":[128],"Gemini,":[130],"were":[131,177],"evaluated":[132],"their":[134],"performance":[135],"detecting":[137],"RCA.":[138,165],"Llama":[139],"performed":[140,149],"best":[142,151],"open-ended":[144],"(55%)":[146],"whereas":[147],"o1":[148],"multiclass":[153],"(68%).":[155],"Our":[156],"findings":[157],"highlight":[158],"potential":[160],"LLMs":[162],"automating":[164],"limitations":[167],"current":[169],"approaches,":[170],"model":[172],"interpretability":[173],"domain-specific":[175],"generalization,":[176],"discussed":[178],"along":[179],"with":[180],"future":[181],"directions":[183],"enhance":[185],"capabilities":[187],"further":[188],"using":[189],"LLMs.":[190]},"counts_by_year":[],"updated_date":"2026-03-07T16:01:11.037858","created_date":"2025-10-10T00:00:00"}
