{"id":"https://openalex.org/W2896818573","doi":"https://doi.org/10.1145/3269206.3272029","title":"Automatic Conversational Helpdesk Solution using Seq2Seq and Slot-filling Models","display_name":"Automatic Conversational Helpdesk Solution using Seq2Seq and Slot-filling Models","publication_year":2018,"publication_date":"2018-10-17","ids":{"openalex":"https://openalex.org/W2896818573","doi":"https://doi.org/10.1145/3269206.3272029","mag":"2896818573"},"language":"en","primary_location":{"id":"doi:10.1145/3269206.3272029","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3269206.3272029","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 27th ACM International Conference on Information and Knowledge Management","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/A5013206744","display_name":"Mayur Patidar","orcid":null},"institutions":[{"id":"https://openalex.org/I4210160993","display_name":"National Institute of Cancer Prevention and Research","ror":"https://ror.org/05w7dft64","country_code":"IN","type":"facility","lineage":["https://openalex.org/I37048141","https://openalex.org/I4210160993"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Mayur Patidar","raw_affiliation_strings":["TCS Research, Noida, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"TCS Research, Noida, India","institution_ids":["https://openalex.org/I4210160993"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5103222366","display_name":"Puneet Agarwal","orcid":"https://orcid.org/0000-0002-0063-5079"},"institutions":[{"id":"https://openalex.org/I4210160993","display_name":"National Institute of Cancer Prevention and Research","ror":"https://ror.org/05w7dft64","country_code":"IN","type":"facility","lineage":["https://openalex.org/I37048141","https://openalex.org/I4210160993"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Puneet Agarwal","raw_affiliation_strings":["TCS Research, Noida, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"TCS Research, Noida, India","institution_ids":["https://openalex.org/I4210160993"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5071894271","display_name":"Lovekesh Vig","orcid":"https://orcid.org/0000-0001-9834-3308"},"institutions":[{"id":"https://openalex.org/I4210160993","display_name":"National Institute of Cancer Prevention and Research","ror":"https://ror.org/05w7dft64","country_code":"IN","type":"facility","lineage":["https://openalex.org/I37048141","https://openalex.org/I4210160993"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Lovekesh Vig","raw_affiliation_strings":["TCS Research, Noida, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"TCS Research, Noida, India","institution_ids":["https://openalex.org/I4210160993"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5038397893","display_name":"Gautam Shroff","orcid":"https://orcid.org/0000-0002-0340-0283"},"institutions":[{"id":"https://openalex.org/I4210160993","display_name":"National Institute of Cancer Prevention and Research","ror":"https://ror.org/05w7dft64","country_code":"IN","type":"facility","lineage":["https://openalex.org/I37048141","https://openalex.org/I4210160993"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Gautam Shroff","raw_affiliation_strings":["TCS Research, Noida, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"TCS Research, Noida, India","institution_ids":["https://openalex.org/I4210160993"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.6758,"has_fulltext":false,"cited_by_count":8,"citation_normalized_percentile":{"value":0.78111479,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"1967","last_page":"1975"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10028","display_name":"Topic Modeling","score":0.9995999932289124,"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":0.9995999932289124,"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/T10203","display_name":"Recommender Systems and Techniques","score":0.9995999932289124,"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/T11550","display_name":"Text and Document Classification Technologies","score":0.9983000159263611,"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/ticket","display_name":"Ticket","score":0.9507959485054016},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.8336169719696045},{"id":"https://openalex.org/keywords/ask-price","display_name":"Ask price","score":0.6624809503555298},{"id":"https://openalex.org/keywords/tree","display_name":"Tree (set theory)","score":0.5924093723297119},{"id":"https://openalex.org/keywords/set","display_name":"Set (abstract data type)","score":0.5917928218841553},{"id":"https://openalex.org/keywords/domain","display_name":"Domain (mathematical analysis)","score":0.5691474676132202},{"id":"https://openalex.org/keywords/identification","display_name":"Identification (biology)","score":0.4935051202774048},{"id":"https://openalex.org/keywords/key","display_name":"Key (lock)","score":0.4908497929573059},{"id":"https://openalex.org/keywords/resource","display_name":"Resource (disambiguation)","score":0.4388883113861084},{"id":"https://openalex.org/keywords/component","display_name":"Component (thermodynamics)","score":0.42948266863822937},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.39804762601852417},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.34652554988861084},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.18915396928787231},{"id":"https://openalex.org/keywords/computer-network","display_name":"Computer network","score":0.0930737853050232}],"concepts":[{"id":"https://openalex.org/C2776540713","wikidata":"https://www.wikidata.org/wiki/Q7800647","display_name":"Ticket","level":2,"score":0.9507959485054016},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.8336169719696045},{"id":"https://openalex.org/C90329073","wikidata":"https://www.wikidata.org/wiki/Q914232","display_name":"Ask price","level":2,"score":0.6624809503555298},{"id":"https://openalex.org/C113174947","wikidata":"https://www.wikidata.org/wiki/Q2859736","display_name":"Tree (set theory)","level":2,"score":0.5924093723297119},{"id":"https://openalex.org/C177264268","wikidata":"https://www.wikidata.org/wiki/Q1514741","display_name":"Set (abstract data type)","level":2,"score":0.5917928218841553},{"id":"https://openalex.org/C36503486","wikidata":"https://www.wikidata.org/wiki/Q11235244","display_name":"Domain (mathematical analysis)","level":2,"score":0.5691474676132202},{"id":"https://openalex.org/C116834253","wikidata":"https://www.wikidata.org/wiki/Q2039217","display_name":"Identification (biology)","level":2,"score":0.4935051202774048},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.4908497929573059},{"id":"https://openalex.org/C206345919","wikidata":"https://www.wikidata.org/wiki/Q20380951","display_name":"Resource (disambiguation)","level":2,"score":0.4388883113861084},{"id":"https://openalex.org/C168167062","wikidata":"https://www.wikidata.org/wiki/Q1117970","display_name":"Component (thermodynamics)","level":2,"score":0.42948266863822937},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.39804762601852417},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.34652554988861084},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.18915396928787231},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.0930737853050232},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C97355855","wikidata":"https://www.wikidata.org/wiki/Q11473","display_name":"Thermodynamics","level":1,"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/C59822182","wikidata":"https://www.wikidata.org/wiki/Q441","display_name":"Botany","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/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3269206.3272029","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3269206.3272029","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 27th ACM International Conference on Information and Knowledge Management","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.6000000238418579,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":41,"referenced_works":["https://openalex.org/W76301927","https://openalex.org/W163946091","https://openalex.org/W889023230","https://openalex.org/W1522301498","https://openalex.org/W1591706642","https://openalex.org/W1620204465","https://openalex.org/W1988995507","https://openalex.org/W1996227995","https://openalex.org/W2001184714","https://openalex.org/W2008835805","https://openalex.org/W2047106425","https://openalex.org/W2064675550","https://openalex.org/W2095705004","https://openalex.org/W2120971756","https://openalex.org/W2128633097","https://openalex.org/W2131774270","https://openalex.org/W2133564696","https://openalex.org/W2137871902","https://openalex.org/W2148442785","https://openalex.org/W2150766729","https://openalex.org/W2153579005","https://openalex.org/W2155524666","https://openalex.org/W2166293310","https://openalex.org/W2171066191","https://openalex.org/W2250539671","https://openalex.org/W2258733579","https://openalex.org/W2410983263","https://openalex.org/W2466891977","https://openalex.org/W2497384426","https://openalex.org/W2509005166","https://openalex.org/W2743886523","https://openalex.org/W2757331634","https://openalex.org/W2759474451","https://openalex.org/W2767608274","https://openalex.org/W2949335953","https://openalex.org/W2949888546","https://openalex.org/W2950635152","https://openalex.org/W2963167310","https://openalex.org/W4237805666","https://openalex.org/W4243874760","https://openalex.org/W4252684946"],"related_works":["https://openalex.org/W132856376","https://openalex.org/W4288388931","https://openalex.org/W2892636954","https://openalex.org/W2168627904","https://openalex.org/W4206805925","https://openalex.org/W4375841483","https://openalex.org/W2515552481","https://openalex.org/W2022874741","https://openalex.org/W2364431604","https://openalex.org/W2126644037"],"abstract_inverted_index":{"Helpdesk":[0],"is":[1,76,270],"a":[2,14,41,73,141,146,168,188,214,238,248],"key":[3],"component":[4],"of":[5,38,63,72,92,144,160,282],"any":[6,17],"large":[7,67],"IT":[8,23],"organization,":[9],"where":[10],"users":[11,32,107],"can":[12,54,245],"log":[13],"ticket":[15,42,111,117,169],"about":[16],"issue":[18,81,104],"they":[19],"face":[20],"related":[21,97],"to":[22,34,40,49,78,133,155,179,184,192,198,200,217,260],"infrastructure,":[24],"administrative":[25],"services,":[26,29],"human":[27],"resource":[28],"etc.":[30],"Normally,":[31],"have":[33],"assign":[35,180],"appropriate":[36,85],"set":[37],"labels":[39,64,86,112],"so":[43],"that":[44,241,266],"it":[45,128],"could":[46],"be":[47],"routed":[48],"right":[50,162],"domain":[51,100],"expert":[52],"who":[53],"help":[55,193],"resolve":[56],"the":[57,61,80,90,93,96,103,106,110,116,156,161,181,201,204,222,231,242,283],"issue.":[58],"In":[59,136],"practice,":[60],"number":[62],"are":[65,208],"very":[66],"and":[68,83,95,108,123,164],"organized":[69],"in":[70,121,230,251],"form":[71],"tree.":[74],"It":[75],"non-trivial":[77],"describe":[79],"completely":[82],"attach":[84],"unless":[87],"one":[88],"knows":[89],"cause":[91],"problem":[94],"labels.":[98],"Sometimes":[99],"experts":[101],"discuss":[102],"with":[105],"change":[109],"accordingly,":[113],"without":[114,255],"modifying":[115],"description.":[118],"This":[119],"results":[120],"inconsistent":[122],"badly":[124],"labeled":[125],"data,":[126],"making":[127],"hard":[129],"for":[130,158,221],"supervised":[131],"algorithms":[132],"learn":[134],"from.":[135],"this":[137],"paper,":[138],"we":[139,263],"propose":[140],"novel":[142,215],"approach":[143,216,244],"creating":[145],"conversational":[147],"helpdesk":[148],"system,":[149],"which":[150],"will":[151,165],"ask":[152,199],"relevant":[153],"questions":[154,197,259],"user,":[157,202],"identification":[159],"category":[163],"then":[166],"raise":[167],"on":[170,228,253,276],"users'":[171],"behalf.":[172],"We":[173,186,211,235],"use":[174,187],"attention":[175,229],"based":[176,227],"seq2seq":[177,268],"model":[178,191,206,225,269],"hierarchical":[182,232],"categories":[183],"tickets.":[185],"slot":[189,223],"filling":[190,224],"us":[194,247],"decide":[195],"what":[196],"if":[203],"top-k":[205],"predictions":[207],"not":[209],"consistent.":[210],"also":[212,264],"present":[213],"generate":[218],"training":[219],"data":[220],"automatically":[226],"classification":[233],"model.":[234],"demonstrate":[236],"via":[237],"simulated":[239],"user":[240],"proposed":[243],"give":[246],"significant":[249],"gain":[250],"accuracy":[252],"ticket-data":[254],"asking":[256],"too":[257],"many":[258],"users.":[261],"Finally,":[262],"show":[265],"our":[267],"as":[271,273,280],"versatile":[272],"other":[274],"approaches":[275],"publicly":[277],"available":[278],"datasets,":[279],"state":[281],"art":[284],"approaches.":[285]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":2}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}