A sublanguage approach to natural language processing for an expert system
Information Processing and Management: an International Journal
Two biomedical sublanguages: a description based on the theories of Zellig Harris
Journal of Biomedical Informatics - Special issue: Sublanguage
Investigating Technical Trouble Tickets: An Analysis of a Homely CMC Genre
HICSS '04 Proceedings of the Proceedings of the 37th Annual Hawaii International Conference on System Sciences (HICSS'04) - Track 4 - Volume 4
Leveraging one-class SVM and semantic analysis to detect anomalous content
ISI'05 Proceedings of the 2005 IEEE international conference on Intelligence and Security Informatics
Towards an optimized model of incident ticket correlation
IM'09 Proceedings of the 11th IFIP/IEEE international conference on Symposium on Integrated Network Management
Privacy protected knowledge management in services with emphasis on quality data
Proceedings of the 20th ACM international conference on Information and knowledge management
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A study was conducted to explore the potential of Natural Language Processing (NLP)-based knowledge discovery approaches for the task of representing and exploiting the vital information contained in field service (trouble) tickets for a large utility provider. Analysis of a subset of tickets, guided by sublanguage theory, identified linguistic patterns, which were translated into rule-based algorithms for automatic identification of tickets' discourse structure. The subsequent data mining experiments showed promising results, suggesting that sublanguage is an effective framework for the task of discovering the historical and predictive value of trouble ticket data.