Improving IT Support by Enhancing Incident Management Process with Multi-modal Analysis
| Autor: | Shivali Agarwal, Giriprasad Sridhara, Daivik Swarup, Nikhil Malhotra, Atri Mandal, Anupama Ray |
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| Rok vydání: | 2019 |
| Předmět: |
Modalities
Multimedia Computer science Process (engineering) business.industry 02 engineering and technology Resolution (logic) computer.software_genre Automation Mode (computer interface) 020204 information systems Ticket 0202 electrical engineering electronic engineering information engineering Incident management (ITSM) 020201 artificial intelligence & image processing Touchpoint business computer |
| Zdroj: | Service-Oriented Computing ISBN: 9783030337018 ICSOC |
| DOI: | 10.1007/978-3-030-33702-5_33 |
| Popis: | IT support services industry is going through a major transformation with AI becoming commonplace. There has been a lot of effort in the direction of automation at every human touchpoint in the IT support processes. Incident management is one such process which has been a beacon process for AI based automation. The vision is to automate the process from the time an incident/ticket arrives till it is resolved and closed. While text is the primary mode of communicating the incidents, there has been a growing trend of using alternate modalities like image to communicate the problem. A large fraction of IT support tickets today contain attached image data in the form of screenshots, log messages, invoices and so on. These attachments help in better explanation of the problem which aids in faster resolution. Anybody who aspires to provide AI based IT support, it is essential to build systems which can handle multi-modal content. |
| Databáze: | OpenAIRE |
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