NDLI: A learning feature engineering method for task assignment

Content Provider	IEEE Xplore Digital Library
Author	Loewenstern, D. Pinel, F. Shwartz, L. Gatti, M. Herrmann, R. Cavalcante, V.
Copyright Year	2012
Description	Author affiliation: IBM TJ Watson Research Center, Hawthorne, NY 10532 USA (Loewenstern, D.; Pinel, F.; Shwartz, L.) \|\| IBM Research - Brazil, Sao Paulo, SP, 04007-900 Brazil (Gatti, M.; Herrmann, R.; Cavalcante, V.)
Abstract	Multi-domain IT services are delivered by technicians with a variety of expert knowledge in different areas. Their skills and availability are an important property of the service. However, most organizations do not have a consistent view of this information because creation and maintenance of a skill model is a difficult task, especially in light of privacy regulations, changing service catalogs and worker turnover. We propose a method for ranking technicians on their expected performance according to their suitability for receiving the assignment of a service request without maintaining an explicit skill model describing which skills are possessed by each technician. We find appropriate assignees by making use of similarities between the assignees and previous tasks performed by them.
Starting Page	961
Ending Page	967
File Size	791884
Page Count	7
File Format	PDF
ISBN	9781467302678
ISSN	15421201
e-ISBN	9781467302692
e-ISBN	9781467302685
DOI	10.1109/NOMS.2012.6212015
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2012-04-16
Publisher Place	USA
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Support vector machines Dispatching Vectors Training data Servers Hidden Markov models Organizations request fulfillment machine learning service management adaptive features feature engineering SVM task assignment ticket dispatching
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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