Mohamed Trabelsi

Mohamed Trabelsi, Huseyin Uzunalioglu

Ticket troubleshooting refers to the process of analyzing and resolving problems that are reported through a ticketing system. In large organizations offering a wide range of services, this task is highly complex due to the diversity of submitted tickets and the need for specialized domain knowledge. In particular, troubleshooting in telecommunications (telecom) is a very time-consuming task as it requires experts to interpret ticket content, consult documentation, and search historical records to identify appropriate resolutions. This human-intensive approach not only delays issue resolution but also hinders overall operational efficiency. To enhance the effectiveness and efficiency of ticket troubleshooting in telecom, we propose TeleDoCTR, a novel telecom-related, domain-specific, and contextual troubleshooting system tailored for end-to-end ticket resolution in telecom. TeleDoCTR integrates both domain-specific ranking and generative models to automate key steps of the troubleshooting workflow which are: routing tickets to the appropriate expert team responsible for resolving the ticket (classification task), retrieving contextually and semantically similar historical tickets (retrieval task), and generating a detailed fault analysis report outlining the issue, root cause, and potential solutions (generation task). We evaluate TeleDoCTR on a real-world dataset from a telecom infrastructure and demonstrate that it achieves superior performance over existing state-of-the-art methods, significantly enhancing the accuracy and efficiency of the troubleshooting process.

Mohamed Trabelsi, Zhiyu Chen, Brian D. Davison et al.

Ranking models are the main components of information retrieval systems. Several approaches to ranking are based on traditional machine learning algorithms using a set of hand-crafted features. Recently, researchers have leveraged deep learning models in information retrieval. These models are trained end-to-end to extract features from the raw data for ranking tasks, so that they overcome the limitations of hand-crafted features. A variety of deep learning models have been proposed, and each model presents a set of neural network components to extract features that are used for ranking. In this paper, we compare the proposed models in the literature along different dimensions in order to understand the major contributions and limitations of each model. In our discussion of the literature, we analyze the promising neural components, and propose future research directions. We also show the analogy between document retrieval and other retrieval tasks where the items to be ranked are structured documents, answers, images and videos.

Mohamed Trabelsi, Jin Cao, Jeff Heflin

Generating schema labels automatically for column values of data tables has many data science applications such as schema matching, and data discovery and linking. For example, automatically extracted tables with missing headers can be filled by the predicted schema labels which significantly minimizes human effort. Furthermore, the predicted labels can reduce the impact of inconsistent names across multiple data tables. Understanding the connection between column values and contextual information is an important yet neglected aspect as previously proposed methods treat each column independently. In this paper, we propose a context-aware semantic labeling method using both the column values and context. Our new method is based on a new setting for semantic labeling, where we sequentially predict labels for an input table with missing headers. We incorporate both the values and context of each data column using the pre-trained contextualized language model, BERT, that has achieved significant improvements in multiple natural language processing tasks. To our knowledge, we are the first to successfully apply BERT to solve the semantic labeling task. We evaluate our approach using two real-world datasets from different domains, and we demonstrate substantial improvements in terms of evaluation metrics over state-of-the-art feature-based methods.