Generative Models for Ticket Resolution in Expert Networks
Ticket resolution is a critical, yet challenging, aspect of the delivery of IT services. A large service provider needs to handle, on a daily basis, thousands of tickets that report various types of problems. Many of those tickets bounce among multiple expert groups before being transferred to the group with the right expertise to solve the problem. Finding a methodology that reduces such bouncing and hence shortens ticket resolution time is a long-standing challenge. In this paper, the authors present a unified generative model, the Optimized Network Model (ONM), that characterizes the lifecycle of a ticket, using both the content and the routing sequence of the ticket.