A new research paper outlines a sociotechnical AI pipeline designed to transform IT service management (ITSM) ticket data into actionable intelligence for sales and executive stakeholders. The pipeline utilizes LLM-based schema normalization, HDBSCAN, and hierarchical agglomerative clustering to create hierarchical topics. Evaluations with sales engineering and customer success professionals indicated high scores for interpretability, actionability, trust, and likelihood of use, positioning ITSM analytics as a human-centered design problem within Information Systems. AI
IMPACT This research could improve how businesses extract insights from IT service management data, potentially leading to more efficient operations and better decision-making.
RANK_REASON Research paper published on arXiv detailing a new AI pipeline. [lever_c_demoted from research: ic=1 ai=1.0]
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