Multimodal ticket analysis, combining ticket text with screenshot-derived text and window context, improves automated routing and problem-category prediction on a curated dataset of 25,000 IT support tickets.
IBM Journal of Research and Development 61(1), 4:41–4:52 (Jan 2017)
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Improving IT Support by Enhancing Incident Management Process with Multi-modal Analysis
Multimodal ticket analysis, combining ticket text with screenshot-derived text and window context, improves automated routing and problem-category prediction on a curated dataset of 25,000 IT support tickets.