{"id":"https://openalex.org/W4412704015","doi":"https://doi.org/10.1145/3696630.3728558","title":"TickIt: Leveraging Large Language Models for Automated Ticket Escalation","display_name":"TickIt: Leveraging Large Language Models for Automated Ticket Escalation","publication_year":2025,"publication_date":"2025-06-23","ids":{"openalex":"https://openalex.org/W4412704015","doi":"https://doi.org/10.1145/3696630.3728558"},"language":"en","primary_location":{"id":"doi:10.1145/3696630.3728558","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3696630.3728558","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/3696630.3728558","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 33rd ACM International Conference on the Foundations of Software Engineering","raw_type":"proceedings-article"},"type":"conference-paper","indexed_in":["arxiv","crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://dl.acm.org/doi/pdf/10.1145/3696630.3728558","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5049591643","display_name":"Fengrui Liu","orcid":"https://orcid.org/0000-0001-7578-0492"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Fengrui Liu","raw_affiliation_strings":["ByteDance, Beijing, China"],"raw_orcid":"https://orcid.org/0000-0001-7578-0492","affiliations":[{"raw_affiliation_string":"ByteDance, Beijing, China","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101661867","display_name":"Xiao He","orcid":"https://orcid.org/0000-0001-7959-2157"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Xiao He","raw_affiliation_strings":["ByteDance, Hangzhou, China"],"raw_orcid":"https://orcid.org/0000-0001-7959-2157","affiliations":[{"raw_affiliation_string":"ByteDance, Hangzhou, China","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101487889","display_name":"Tieying Zhang","orcid":"https://orcid.org/0009-0003-2250-5528"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Tieying Zhang","raw_affiliation_strings":["ByteDance, San Jose, USA"],"raw_orcid":"https://orcid.org/0009-0003-2250-5528","affiliations":[{"raw_affiliation_string":"ByteDance, San Jose, USA","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100410508","display_name":"Jianjun Chen","orcid":"https://orcid.org/0000-0002-3734-892X"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Jianjun Chen","raw_affiliation_strings":["ByteDance, San Jose, USA"],"raw_orcid":"https://orcid.org/0000-0002-3734-892X","affiliations":[{"raw_affiliation_string":"ByteDance, San Jose, USA","institution_ids":[]}]},{"author_position":"middle","author":{"id":null,"display_name":"Yi Li","orcid":"https://orcid.org/0009-0004-3069-9948"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Yi Li","raw_affiliation_strings":["ByteDance, Beijing, China"],"raw_orcid":"https://orcid.org/0009-0004-3069-9948","affiliations":[{"raw_affiliation_string":"ByteDance, Beijing, China","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5039543937","display_name":"Li-hua Yi","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Lihua Yi","raw_affiliation_strings":["ByteDance, Shanghai, China"],"raw_orcid":"https://orcid.org/0009-0005-4697-3232","affiliations":[{"raw_affiliation_string":"ByteDance, Shanghai, China","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5112974755","display_name":"H. Zhang","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Haipeng Zhang","raw_affiliation_strings":["ByteDance, Shanghai, China"],"raw_orcid":"https://orcid.org/0009-0009-4153-984X","affiliations":[{"raw_affiliation_string":"ByteDance, Shanghai, China","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5017005059","display_name":"Gang Wu","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Gang Wu","raw_affiliation_strings":["ByteDance, Shanghai, China"],"raw_orcid":"https://orcid.org/0009-0004-4048-7949","affiliations":[{"raw_affiliation_string":"ByteDance, Shanghai, China","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5101785595","display_name":"Rui Shi","orcid":"https://orcid.org/0009-0003-9122-4703"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Rui Shi","raw_affiliation_strings":["ByteDance, Beijing, China"],"raw_orcid":"https://orcid.org/0009-0003-9122-4703","affiliations":[{"raw_affiliation_string":"ByteDance, Beijing, China","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":true,"cited_by_count":3,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"343","last_page":"354"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10181","display_name":"Natural Language Processing Techniques","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"}},"topics":[{"id":"https://openalex.org/T10181","display_name":"Natural Language Processing Techniques","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"}},{"id":"https://openalex.org/T10028","display_name":"Topic Modeling","score":0.9940999746322632,"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/T10260","display_name":"Software Engineering Research","score":0.9940999746322632,"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/ticket","display_name":"Ticket","score":0.8716468811035156},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7486637830734253},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.183538019657135}],"concepts":[{"id":"https://openalex.org/C2776540713","wikidata":"https://www.wikidata.org/wiki/Q7800647","display_name":"Ticket","level":2,"score":0.8716468811035156},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7486637830734253},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.183538019657135}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1145/3696630.3728558","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3696630.3728558","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/3696630.3728558","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 33rd ACM International Conference on the Foundations of Software Engineering","raw_type":"proceedings-article"},{"id":"pmh:oai:arXiv.org:2504.08475","is_oa":true,"landing_page_url":"http://arxiv.org/abs/2504.08475","pdf_url":"https://arxiv.org/pdf/2504.08475","source":{"id":"https://openalex.org/S4306400194","display_name":"arXiv (Cornell University)","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I205783295","host_organization_name":"Cornell University","host_organization_lineage":["https://openalex.org/I205783295"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"text"}],"best_oa_location":{"id":"doi:10.1145/3696630.3728558","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3696630.3728558","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/3696630.3728558","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 33rd ACM International Conference on the Foundations of Software Engineering","raw_type":"proceedings-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4412704015.pdf","grobid_xml":"https://content.openalex.org/works/W4412704015.grobid-xml"},"referenced_works_count":21,"referenced_works":["https://openalex.org/W2612690371","https://openalex.org/W2736601468","https://openalex.org/W2750779823","https://openalex.org/W2786672974","https://openalex.org/W2950680175","https://openalex.org/W3000445396","https://openalex.org/W3047958222","https://openalex.org/W3168867926","https://openalex.org/W3207231909","https://openalex.org/W4221142221","https://openalex.org/W4221160826","https://openalex.org/W4243417494","https://openalex.org/W4253813365","https://openalex.org/W4292779060","https://openalex.org/W4312107248","https://openalex.org/W4321472314","https://openalex.org/W4353112996","https://openalex.org/W4361733593","https://openalex.org/W4362515116","https://openalex.org/W4387323846","https://openalex.org/W4391046460"],"related_works":["https://openalex.org/W4391375266","https://openalex.org/W2899084033","https://openalex.org/W2748952813","https://openalex.org/W132856376","https://openalex.org/W4288388931","https://openalex.org/W2892636954","https://openalex.org/W4375841483","https://openalex.org/W4206805925","https://openalex.org/W2022874741","https://openalex.org/W2364431604"],"abstract_inverted_index":{"In":[0],"large-scale":[1,159],"cloud":[2,136,160],"service":[3,18,137,161],"systems,":[4],"support":[5,116],"tickets":[6,111],"serve":[7],"as":[8,66],"a":[9,148],"critical":[10],"mechanism":[11],"for":[12,52,158],"resolving":[13],"customer":[14],"issues":[15],"and":[16,32,39,72,101,121,145],"maintaining":[17],"quality.":[19],"However,":[20],"traditional":[21],"manual":[22],"ticket":[23,53,68,76,89,103,108,119,156],"escalation":[24,90,157],"processes":[25],"encounter":[26],"significant":[27,149],"challenges,":[28],"including":[29],"inefficiency,":[30],"inaccuracy,":[31],"difficulty":[33],"in":[34,134,151],"handling":[35],"the":[36,59,73,113,152],"high":[37],"volume":[38],"complexity":[40],"of":[41,62,75,154],"tickets.":[42],"While":[43],"previous":[44],"research":[45],"has":[46],"proposed":[47],"various":[48],"machine":[49],"learning":[50],"models":[51],"classification,":[54],"these":[55],"approaches":[56],"often":[57],"overlook":[58],"practical":[60],"demands":[61],"real-world":[63],"escalations,":[64],"such":[65],"dynamic":[67],"updates,":[69],"topic-specific":[70],"routing,":[71],"analysis":[74],"relationships.":[77],"To":[78],"bridge":[79],"this":[80,82],"gap,":[81],"paper":[83],"introduces":[84],"TickIt,":[85],"an":[86],"innovative":[87],"online":[88],"framework":[91],"powered":[92],"by":[93,105],"Large":[94],"Language":[95],"Models.":[96],"TickIt":[97,133],"enables":[98],"topic-aware,":[99],"dynamic,":[100],"relationship-driven":[102],"escalations":[104],"continuously":[106,127],"updating":[107],"states,":[109],"assigning":[110],"to":[112,126],"most":[114],"appropriate":[115],"teams,":[117],"exploring":[118],"correlations,":[120],"leveraging":[122],"category-guided":[123],"supervised":[124],"fine-tuning":[125],"improve":[128],"its":[129,143],"performance.":[130],"By":[131],"deploying":[132],"ByteDance's":[135],"platform":[138],"Volcano":[139],"Engine,":[140],"we":[141],"validate":[142],"efficacy":[144],"practicality,":[146],"marking":[147],"advancement":[150],"field":[153],"automated":[155],"systems.":[162]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":2}],"updated_date":"2026-07-21T08:15:58.654021","created_date":"2025-10-10T00:00:00"}
