{"id":"https://openalex.org/W2047106425","doi":"https://doi.org/10.1109/noms.2014.6838267","title":"Hierarchical multi-label classification over ticket data using contextual loss","display_name":"Hierarchical multi-label classification over ticket data using contextual loss","publication_year":2014,"publication_date":"2014-05-01","ids":{"openalex":"https://openalex.org/W2047106425","doi":"https://doi.org/10.1109/noms.2014.6838267","mag":"2047106425"},"language":"en","primary_location":{"id":"doi:10.1109/noms.2014.6838267","is_oa":false,"landing_page_url":"https://doi.org/10.1109/noms.2014.6838267","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2014 IEEE Network Operations and Management Symposium (NOMS)","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/A5011977282","display_name":"Chunqiu Zeng","orcid":"https://orcid.org/0000-0003-3279-5023"},"institutions":[{"id":"https://openalex.org/I19700959","display_name":"Florida International University","ror":"https://ror.org/02gz6gg07","country_code":"US","type":"education","lineage":["https://openalex.org/I19700959"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Chunqiu Zeng","raw_affiliation_strings":["School of Computer Science, Florida International University, Miami, FL, USA","School of Computer Science, Florida International University, Miami, USA#TAB#"],"affiliations":[{"raw_affiliation_string":"School of Computer Science, Florida International University, Miami, FL, USA","institution_ids":["https://openalex.org/I19700959"]},{"raw_affiliation_string":"School of Computer Science, Florida International University, Miami, USA#TAB#","institution_ids":["https://openalex.org/I19700959"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100455259","display_name":"Tao Li","orcid":"https://orcid.org/0000-0001-9277-1539"},"institutions":[{"id":"https://openalex.org/I19700959","display_name":"Florida International University","ror":"https://ror.org/02gz6gg07","country_code":"US","type":"education","lineage":["https://openalex.org/I19700959"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Tao Li","raw_affiliation_strings":["School of Computer Science, Florida International University, Miami, FL, USA","School of Computer Science, Florida International University, Miami, USA#TAB#"],"affiliations":[{"raw_affiliation_string":"School of Computer Science, Florida International University, Miami, FL, USA","institution_ids":["https://openalex.org/I19700959"]},{"raw_affiliation_string":"School of Computer Science, Florida International University, Miami, USA#TAB#","institution_ids":["https://openalex.org/I19700959"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5037060213","display_name":"Larisa Shwartz","orcid":"https://orcid.org/0000-0001-5878-0765"},"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":"Larisa Shwartz","raw_affiliation_strings":["Operational Innovations, IBM T.J. Watson Research Center, Yorktown Heights, NY, USA","Operational Innovations, IBM T.J. Watson Res. Center, Yorktown Heights, NY, USA"],"affiliations":[{"raw_affiliation_string":"Operational Innovations, IBM T.J. Watson Research Center, Yorktown Heights, NY, USA","institution_ids":["https://openalex.org/I1341412227"]},{"raw_affiliation_string":"Operational Innovations, IBM T.J. Watson Res. Center, Yorktown Heights, NY, USA","institution_ids":["https://openalex.org/I1341412227"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5031125475","display_name":"Genady Ya. Grabarnik","orcid":"https://orcid.org/0000-0001-8068-0920"},"institutions":[{"id":"https://openalex.org/I142823887","display_name":"St. John's University","ror":"https://ror.org/00bgtad15","country_code":"US","type":"education","lineage":["https://openalex.org/I142823887"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Genady Ya. Grabarnik","raw_affiliation_strings":["Dept. of Math & Computer Science, St. John's University, Queens, NY, USA","Department of Math & Computer Science, St. John's University, Queens, NY, USA"],"affiliations":[{"raw_affiliation_string":"Dept. of Math & Computer Science, St. John's University, Queens, NY, USA","institution_ids":["https://openalex.org/I142823887"]},{"raw_affiliation_string":"Department of Math & Computer Science, St. John's University, Queens, NY, USA","institution_ids":["https://openalex.org/I142823887"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5011977282"],"corresponding_institution_ids":["https://openalex.org/I19700959"],"apc_list":null,"apc_paid":null,"fwci":7.6114,"has_fulltext":false,"cited_by_count":30,"citation_normalized_percentile":{"value":0.97220328,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":94,"max":99},"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"8"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11550","display_name":"Text and Document Classification Technologies","score":0.9998000264167786,"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/T11550","display_name":"Text and Document Classification Technologies","score":0.9998000264167786,"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":0.9954000115394592,"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"}},{"id":"https://openalex.org/T11269","display_name":"Algorithms and Data Compression","score":0.9750999808311462,"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/hierarchy","display_name":"Hierarchy","score":0.8555948734283447},{"id":"https://openalex.org/keywords/ticket","display_name":"Ticket","score":0.7583086490631104},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7290328741073608},{"id":"https://openalex.org/keywords/greedy-algorithm","display_name":"Greedy algorithm","score":0.6402196884155273},{"id":"https://openalex.org/keywords/automation","display_name":"Automation","score":0.5853814482688904},{"id":"https://openalex.org/keywords/triage","display_name":"Triage","score":0.4876064360141754},{"id":"https://openalex.org/keywords/machine-learning","display_name":"Machine learning","score":0.48023587465286255},{"id":"https://openalex.org/keywords/data-mining","display_name":"Data mining","score":0.44756263494491577},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.4424753487110138},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.14252939820289612},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.14033901691436768},{"id":"https://openalex.org/keywords/algorithm","display_name":"Algorithm","score":0.117129385471344}],"concepts":[{"id":"https://openalex.org/C31170391","wikidata":"https://www.wikidata.org/wiki/Q188619","display_name":"Hierarchy","level":2,"score":0.8555948734283447},{"id":"https://openalex.org/C2776540713","wikidata":"https://www.wikidata.org/wiki/Q7800647","display_name":"Ticket","level":2,"score":0.7583086490631104},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7290328741073608},{"id":"https://openalex.org/C51823790","wikidata":"https://www.wikidata.org/wiki/Q504353","display_name":"Greedy algorithm","level":2,"score":0.6402196884155273},{"id":"https://openalex.org/C115901376","wikidata":"https://www.wikidata.org/wiki/Q184199","display_name":"Automation","level":2,"score":0.5853814482688904},{"id":"https://openalex.org/C2777120189","wikidata":"https://www.wikidata.org/wiki/Q780067","display_name":"Triage","level":2,"score":0.4876064360141754},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.48023587465286255},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.44756263494491577},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.4424753487110138},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.14252939820289612},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.14033901691436768},{"id":"https://openalex.org/C11413529","wikidata":"https://www.wikidata.org/wiki/Q8366","display_name":"Algorithm","level":1,"score":0.117129385471344},{"id":"https://openalex.org/C34447519","wikidata":"https://www.wikidata.org/wiki/Q179522","display_name":"Market economy","level":1,"score":0.0},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","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/C194828623","wikidata":"https://www.wikidata.org/wiki/Q2861470","display_name":"Emergency medicine","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":2,"locations":[{"id":"doi:10.1109/noms.2014.6838267","is_oa":false,"landing_page_url":"https://doi.org/10.1109/noms.2014.6838267","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2014 IEEE Network Operations and Management Symposium (NOMS)","raw_type":"proceedings-article"},{"id":"pmh:oai:CiteSeerX.psu:10.1.1.723.7532","is_oa":false,"landing_page_url":"http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.723.7532","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"http://users.cis.fiu.edu/%7Eczeng001/download/paper/noms2014.pdf","raw_type":"text"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":33,"referenced_works":["https://openalex.org/W53773398","https://openalex.org/W1554219991","https://openalex.org/W1618905105","https://openalex.org/W1751470192","https://openalex.org/W1831068561","https://openalex.org/W1832535073","https://openalex.org/W1967542092","https://openalex.org/W1979464422","https://openalex.org/W2008835805","https://openalex.org/W2029537714","https://openalex.org/W2030848407","https://openalex.org/W2045879331","https://openalex.org/W2063862666","https://openalex.org/W2091607560","https://openalex.org/W2091961126","https://openalex.org/W2100071287","https://openalex.org/W2111979819","https://openalex.org/W2117225622","https://openalex.org/W2121526711","https://openalex.org/W2127723919","https://openalex.org/W2130084903","https://openalex.org/W2146057175","https://openalex.org/W2163465797","https://openalex.org/W2165853036","https://openalex.org/W2173719469","https://openalex.org/W3015740509","https://openalex.org/W4213009331","https://openalex.org/W4285719527","https://openalex.org/W6602204170","https://openalex.org/W6636501900","https://openalex.org/W6673622357","https://openalex.org/W6677731448","https://openalex.org/W6679196975"],"related_works":["https://openalex.org/W4387497383","https://openalex.org/W3183948672","https://openalex.org/W3173606202","https://openalex.org/W3110381201","https://openalex.org/W2948807893","https://openalex.org/W2935909890","https://openalex.org/W2778153218","https://openalex.org/W2758277628","https://openalex.org/W1531601525","https://openalex.org/W1975091423"],"abstract_inverted_index":{"Maximal":[0],"automation":[1],"of":[2,11,130],"routine":[3],"IT":[4,12,23,35],"maintenance":[5],"procedures":[6],"is":[7,48,69,95,108],"an":[8,17,104],"ultimate":[9],"goal":[10],"service":[13],"management.":[14],"System":[15],"monitoring,":[16],"effective":[18,87],"and":[19,128],"reliable":[20],"means":[21],"for":[22,58],"problem":[24,46,59,79,101,107],"detection,":[25],"generates":[26],"monitoring":[27,74],"tickets":[28,53,75],"to":[29,50,54,71,83,124],"be":[30],"processed":[31],"by":[32,43,76,110],"system":[33],"administrators.":[34],"problems":[36],"are":[37],"naturally":[38],"organized":[39],"in":[40,97],"a":[41,64,89,111],"hierarchy":[42,47,92],"specialization.":[44],"The":[45],"used":[49],"help":[51],"triage":[52],"the":[55,73,78,85,100,126],"processing":[56],"team":[57],"resolving.":[60],"In":[61,81],"this":[62],"paper,":[63],"hierarchical":[65],"multi-label":[66],"classification":[67],"method":[68],"proposed":[70],"classify":[72],"utilizing":[77],"hierarchy.":[80,102],"order":[82],"find":[84],"most":[86],"classification,":[88],"novel":[90],"contextual":[91],"(CH)":[93],"loss":[94],"introduced":[96],"accordance":[98],"with":[99],"Consequently,":[103],"arising":[105],"optimization":[106],"solved":[109],"new":[112],"greedy":[113],"algorithm.":[114],"An":[115],"extensive":[116],"empirical":[117],"study":[118],"over":[119],"ticket":[120],"data":[121],"was":[122],"conducted":[123],"validate":[125],"effectiveness":[127],"efficiency":[129],"our":[131],"method.":[132]},"counts_by_year":[{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":6},{"year":2017,"cited_by_count":7},{"year":2016,"cited_by_count":4},{"year":2015,"cited_by_count":5},{"year":2014,"cited_by_count":2}],"updated_date":"2026-04-05T17:49:38.594831","created_date":"2025-10-10T00:00:00"}