ReAct: A System for Recommending Actions for Rapid Resolution of IT Service Incidents

被引：25

作者：

Aggarwal, Vishalaksh ^{[1
]}

Agarwal, Shivali ^{[1
]}

Dasgupta, Gaargi B. ^{[1
]}

Sridhara, Giriprasad ^{[1
]}

Vijay, E. ^{[1
]}

机构：

[1] IBM Res, New Delhi, India

来源：

PROCEEDINGS 2016 IEEE INTERNATIONAL CONFERENCE ON SERVICES COMPUTING (SCC 2016) | 2016年

关键词：

IT Service Delivery; Phrase Extraction; Top K Resolution Actions; Action Sequences; Magic QuadBox View;

D O I：

10.1109/SCC.2016.134

中图分类号：

TP39 [计算机的应用];

学科分类号：

080201 [机械制造及其自动化];

摘要：

In this paper, we present a system called ReAct which, given a problem/incident description, helps the service agents to easily identify set of actions and the possible action sequence to resolve the issue mentioned in the ticket. The framework uses unstructured text analysis on historical ticket data to find the next best action steps and uses visualization to help user choose the most suitable option.

引用

页码：1 / 8

页数：8

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