{"id":"https://openalex.org/W4284968361","doi":"https://doi.org/10.1145/3491418.3535147","title":"Automated Support Request Categorization using Machine Learning","display_name":"Automated Support Request Categorization using Machine Learning","publication_year":2022,"publication_date":"2022-07-08","ids":{"openalex":"https://openalex.org/W4284968361","doi":"https://doi.org/10.1145/3491418.3535147"},"language":"en","primary_location":{"id":"doi:10.1145/3491418.3535147","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3491418.3535147","pdf_url":null,"source":{"id":"https://openalex.org/S4306523034","display_name":"Practice and Experience in Advanced Research Computing","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Practice and Experience in Advanced Research Computing","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/A5036540188","display_name":"Justin Petucci","orcid":null},"institutions":[{"id":"https://openalex.org/I130769515","display_name":"Pennsylvania State University","ror":"https://ror.org/04p491231","country_code":"US","type":"education","lineage":["https://openalex.org/I130769515"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Justin Petucci","raw_affiliation_strings":["Institute for Computational and Data Sciences, Pennsylvania State University, USA"],"affiliations":[{"raw_affiliation_string":"Institute for Computational and Data Sciences, Pennsylvania State University, USA","institution_ids":["https://openalex.org/I130769515"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5101914850","display_name":"Qiyuan Li","orcid":"https://orcid.org/0000-0001-7801-3088"},"institutions":[{"id":"https://openalex.org/I130769515","display_name":"Pennsylvania State University","ror":"https://ror.org/04p491231","country_code":"US","type":"education","lineage":["https://openalex.org/I130769515"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Qiyuan Li","raw_affiliation_strings":["Pennsylvania State University, USA"],"affiliations":[{"raw_affiliation_string":"Pennsylvania State University, USA","institution_ids":["https://openalex.org/I130769515"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5036540188"],"corresponding_institution_ids":["https://openalex.org/I130769515"],"apc_list":null,"apc_paid":null,"fwci":0.1326,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.51296343,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"2"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10028","display_name":"Topic Modeling","score":0.9836000204086304,"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":0.9836000204086304,"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/T11512","display_name":"Anomaly Detection Techniques and Applications","score":0.9695000052452087,"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/T10400","display_name":"Network Security and Intrusion Detection","score":0.9541000127792358,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7963417768478394},{"id":"https://openalex.org/keywords/categorization","display_name":"Categorization","score":0.7047561407089233},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.46795356273651123},{"id":"https://openalex.org/keywords/machine-learning","display_name":"Machine learning","score":0.4309979975223541}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7963417768478394},{"id":"https://openalex.org/C94124525","wikidata":"https://www.wikidata.org/wiki/Q912550","display_name":"Categorization","level":2,"score":0.7047561407089233},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.46795356273651123},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.4309979975223541}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3491418.3535147","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3491418.3535147","pdf_url":null,"source":{"id":"https://openalex.org/S4306523034","display_name":"Practice and Experience in Advanced Research Computing","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Practice and Experience in Advanced Research Computing","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/16","score":0.6100000143051147,"display_name":"Peace, Justice and strong institutions"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":6,"referenced_works":["https://openalex.org/W2112081648","https://openalex.org/W2154290668","https://openalex.org/W2154776925","https://openalex.org/W2295598076","https://openalex.org/W2948947170","https://openalex.org/W2997591727"],"related_works":["https://openalex.org/W2961085424","https://openalex.org/W4306674287","https://openalex.org/W3046775127","https://openalex.org/W3107602296","https://openalex.org/W4394896187","https://openalex.org/W3170094116","https://openalex.org/W4386462264","https://openalex.org/W4364306694","https://openalex.org/W4312192474","https://openalex.org/W4283697347"],"abstract_inverted_index":{"The":[0,56,77],"automatic":[1],"categorization":[2],"of":[3,60,75],"user":[4],"support":[5,62],"requests/tickets":[6],"for":[7,52,84],"Pennsylvania":[8],"State":[9],"University\u2019s":[10],"high":[11],"performance":[12,31],"computing":[13],"system":[14],"is":[15,58],"carried":[16],"out":[17],"using":[18,65],"decision":[19],"tree":[20],"and":[21,38,40,47,70,87,92],"artificial":[22],"neural":[23],"network":[24],"models.":[25],"We":[26],"explore":[27],"estimated":[28],"model":[29],"prediction":[30,41,82],"across":[32],"different":[33],"text":[34],"embedding":[35],"techniques":[36],"(TF-IDF":[37],"BERT)":[39],"models":[42],"(Gradient":[43],"Boosted":[44],"Decision":[45],"Trees":[46],"Multi-Layer":[48],"Perceptron":[49],"Neural":[50],"Networks)":[51],"this":[53],"multiclass":[54],"problem.":[55],"dataset":[57],"comprised":[59],"6213":[61],"tickets":[63],"categorized":[64],"a":[66],"broad":[67],"(14":[68],"classes)":[69,73],"specific":[71],"(17":[72],"set":[74],"labels.":[76],"results":[78],"indicate":[79],"the":[80,85],"optimal":[81],"accuracy":[83],"\u2019broad\u2019":[86],"\u2019specific\u2019":[88],"categories":[89],"are":[90],"94.6%":[91],"83.2%,":[93],"respectfully.":[94]},"counts_by_year":[{"year":2023,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}