IT ServicesHierarchical text classification and rank fusionresearch prototype evaluated on a real itsm-style dataset; positioned as suitable for production itsm environments prioritizing interpretability and operational efficiency.

Dual-embedding centroid classifier for hierarchical ITSM ticket categorization

When a support ticket arrives, the system compares its text to representative examples for each category, using both meaning-based and keyword-based views, then suggests the best category path in the ITSM taxonomy.

10.0
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Executive Brief

Business Problem Solved

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Value Drivers

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Technical Analysis

Model Strategy

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Data Strategy

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Market Signal

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Executive brief, technical architecture, and market positioning for this use case.

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Part of Application

ITSM and Cloud Operations Collaboration Automation

4 use cases in this application

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Source

https://arxiv.org/html/2511.20667v1