PROJECT TITLE

Design a system for handling incoming customer support requests that use a queue to manage the order and
assignment of support tickets.

Group ID: SYETC24

ROLL NO STUDENT NAME CONTRIBUTION (%)

58 Harsh Wadekar 33%
60 Shailesh Waghmode 34%
63 Aditya Wani 33%
Design a system for handling incoming customer support
requests that use a queue to manage the order and assignment
of support tickets
Shripad Bhatlawande, Shailesh Waghmode,
Dept of E&TC Engineering, Dept of E&TC Engineering,
Vishwakarma Institute of Technology, Vishwakarma Institute of Technology,
Pune, India, Pune, India,
Shripad.bhatlawande@vit.edu Shailesh.waghmode22@vit.edu
Aditya Wani,
Dept of E&TC Engineering,
Vishwakarma Institute of Technology,
Pune, India,
Aditya.wani22@vit.edu
I. INTRODUCTION
The paper explores when to use reservation schedulers or
queueing systems in shared-resource environments. It's
motivated by a new dynamic circuit service in a
communication network. The study suggests that reservation
schedulers are needed for small server numbers in both
blocking and waiting systems to reduce delays and improve
efficiency [1]. Balancing customer support calls can cause
interruptions for agile teams and impact their concentration
and reliability. This report outlines Fundamo's effective
adoption of a Kanban system to manage customer support
matters. By implementing Kanban, they attained
enhancements in the quality of their agile development
procedures while upholding efficiency and consistency [2].
The paper addresses minimizing the cost of a Web service
community where users often wait. By using queue theory
and marginal analysis, they determine the optimal number of
Web services. Their M/M/n queue model calculates user
queue lengths, helping find the cost-effective service
quantity, proven effective through experiments [3]. This
work emphasizes customer satisfaction in requirements
engineering. It presents a machine learning model for
forecasting the escalation of support tickets, reducing
workload by 80.8%. The research offers practical insights
for efficient support ticket management and future
advancements in escalation prediction [4]. The document
tackles the expensive issue of support ticket escalation
within software companies. It explores the application of
sentiment analysis during analyst interviews as a means to
anticipate escalation, identifies substantial sentiment
disparities between escalated and non-escalated tickets,
establishes a foundation for improved prediction accuracy,
and provides valuable support to support analysts [5].
II. LITERATURE REVIEW
The paper focuses on improving customer experiences in
stores with self-service tools, especially on mobile devices.
It suggests analyzing customer queries to understand their
needs better. They developed a method to find related items
based on customer queries, making shopping more
convenient and increasing sales. Experiments with their
Harsh Wadekar,
Dept of E&TC Engineering,
Vishwakarma Institute of Technology,
Pune, India,
harsh.wadekar22@vit.edu
prototype showed promising results [6]. The study analyzes
a Cognitive Radio Network cell handling High Priority
Users (HPUs) and Low Priority Users (LPUs). HPUs have
priority and can interrupt LPUs. The research seeks to
optimize server thresholds and blocking periods, revealing
an 18% profit boost through blocking in a cost optimization
scenario [7]. In Pakistan's competitive ISP market, this study
examines customer satisfaction at Nayatel (Pvt) Ltd., the
country's first broadband company offering triple-play
services. Customer feedback revealed a high satisfaction
score of 4.30/5, with additional data analysis showing
impressive results like zero wait times in customer support.
This highlights the increasing importance of quality in
broadband service selection for customers in Pakistan [8].
The Fourth Industrial Revolution, driven by AI, has
transformed how businesses engage customers. Enhanced
customer experiences are paramount. AI offers cost-
effective and productive customer interactions, benefiting
both organizations and customers. This qualitative study
assesses AI's impact on customer service, highlighting its
benefits while acknowledging challenges like replicating
human interaction and affecting Customer Experience (CX).
It reveals that digitized services struggle to match human
interaction, creating a perception of organizational
challenges in creating digital pathways [9]. This study
constructs and verifies a model that establishes connections
among e-service quality, customer relationship advantages,
and customer contentment within the realm of e-service
procedures. The results indicate that both process-oriented
and result-oriented e-service quality have a positive impact
on customer trust, social advantages, and unique treatment
perks, in addition to electronic satisfaction. Nevertheless, it's
noteworthy that social benefits do not exert a significant
influence on electronic satisfaction [10].
This research introduces an innovative clustering algorithm
rooted in Genetic Algorithms (GA) designed for the efficient
segmentation of online shopping markets. GA-driven K-
means clustering is employed to tailor recommender
systems, and the outcomes demonstrate enhanced
segmentation performance when juxtaposed with
conventional K-means and self-organizing maps [11]. This
document delves into the creation of a web-based customer
support system specifically crafted for a software reseller. It
leverages a flexible knowledge repository for the purpose of
diagnosing user issues and delivering round-the-clock
assistance through the World Wide Web. The system
seamlessly interfaces with the organization's internal
systems to acquire expertise and tailor it to suit the
requirements of customers [12]. The article discusses an
effort to create an automated process for capturing customer
requirements at the beginning of product design. The
traditional approach involves translating market research
into product specifications, which can lead to
misinterpretation. The research aims to develop an
interactive system for customers to validate design
information and ensure it aligns with their needs, preventing
wasted resources [13]. Customer call centers are essential in
modern business but involve uncertainty in understanding
customer issues and solutions. This study formulates a
decision support system tailored for call centers, aiming at
fuzzy logic and Bayesian networks. These techniques
handle imprecise and uncertain information, helping
automate and improve decision-making for customer
support [14]. The study introduces a novel scheduling policy
for parallel jobs in computational grids. Continuously
monitors system health and adjusts scheduling parameters to
accommodate workload changes. This back-fill policy
reduces resource fragmentation and supports prioritization
and job reservations. Simulation results show its superiority
over traditional backfilling using real-world workload data
[15].
III. RESEARCH GAPS
The severity of the problem must be identified on the basis
of customer feedback that is number of times he asked for
support and help, according to the date of Request,
according to the product standard which means customers
with expensive products should get first priority and special
treatment, grouping the customer with same problem also
forwarding the problems related to the product to Research
and development department to make necessary changes in
the product. Identifying the severity of the problem of the
customer is the main task to be solved and priority to be
assigned. The orders taken can be done on the basis of the
standard of product to provide the special services and the
same data can be used further to prioritize the customer and
understand the severity of problems. The complex structure
misses the problems and remains untouched. Therefore,
Feedback can be to check whether the problem is solved or
not. This could be achieved.
IV. FINAL AIM AND OBJECTIVES
Aim it to create an algorithm for a data structure queue to
sort its problems in various ways as per the strategies
made for prioritizing a customer's problem to be solved.
1. Identifying the severity of the problem of a customer
by analysis.
2. Grouping the same problem tickets and segregations
for further process.
3. Segregation of order tickets into standards to provide
high-priority services.
REFERENCES
[1] M. E. McGinley, X. Zhu and M. Veeraraghavan, "On reservation
systems and queueing systems," 2014 4th IEEE International
Conference on Information Science and Technology, Shenzhen,
China, 2014, pp. 272-277, doi: 10.1109/ICIST.2014.6920382.
[2] K. Greaves, "Taming the Customer Support Queue: A Kanban
Experience Report," 2011 Agile Conference, Salt Lake City, UT,
USA, 2011, pp. 154-160, doi: 10.1109/AGILE.2011.9.
[3] C. He, X. Fu, L. Liu, L. Liu and Q. Huang, "Setting optional number
of Web services in Web service communities based on queue theory,"
2015 6th IEEE International Conference on Software Engineering and
Service Science (ICSESS), Beijing, China, 2015, pp. 417-422, doi:
10.1109/ICSESS.2015.7339087.
[4] L. Montgomery and D. Damian, "What do Support Analysts Know
About Their Customers? On the Study and Prediction of Support
Ticket Escalations in Large Software Organizations," 2017 IEEE 25th
International Requirements Engineering Conference (RE), Lisbon,
Portugal, 2017, pp. 362-371, doi: 10.1109/RE.2017.61.
[5] C. Werner, G. Tapuc, L. Montgomery, D. Sharma, S. Dodos and D.
Damian, "How Angry are Your Customers? Sentiment Analysis of
Support Tickets that Escalate," 2018 1st International Workshop on
Affective Computing for Requirements Engineering (AffectRE),
Banff, AB, Canada, 2018, pp. 1-8, doi:
10.1109/AffectRE.2018.00006.
[6] Suzuki, Minami & Li, Shu & Iiba, Toshiya & Takano, Kosuke.
(2015). Related-Item Display Support Based on Customer Queries in
a Store. 478-483. 10.1109/3PGCIC.2015.140.
[7] C. D'apice, M. P. D'arienzo, A. Dudin and R. Manzo, "Admission
Control in Priority Queueing System With Servers Reservation and
Temporal Blocking Admission of Low Priority Users," in IEEE
Access, vol. 11, pp. 44425-44443, 2023, doi:
10.1109/ACCESS.2023.3273148.
[8] Hanif, Ayesha & Khalid, Wajiha. (2012). Customer service- A tool to
improve Quality of Experience (QoE). Proceedings of the 2012 IEEE
Conference on Technology and Society in Asia, T and SA 2012. 1-6.
10.1109/TSAsia.2012.6397983.
[9] Khan, Shahzia & Iqbal, Mubeena. (2020). AI-Powered Customer
Service: Does it Optimize Customer Experience. 590-594.
10.1109/ICRITO48877.2020.9198004.
[10] Fan Jun, "Research on e-Service quality, customer relational benefits
and customer satisfaction," 2009 6th International Conference on
Service Systems and Service Management, Xiamen, China, 2009, pp.
894-899, doi: 10.1109/ICSSSM.2009.5175009.
[11] Kim, Kj., Ahn, H. (2005). Using a Clustering Genetic Algorithm to
Support Customer Segmentation for Personalized Recommender
Systems. In: Kim, T.G. (eds) Artificial Intelligence and Simulation.
AIS 2004. Lecture Notes in Computer Science, vol 3397. Springer,
Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-30583-5_44
[12] Wood, S., Howlett, R.J. (2008). A Web-Based Customer Support
Knowledge Base System. In: Lovrek, I., Howlett, R.J., Jain, L.C. (eds)
Knowledge-Based Intelligent Information and Engineering Systems.
KES 2008. Lecture Notes in Computer Science(), vol 5177. Springer,
Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-85563-7_47
[13] Awang, A.H., Yan, XT. (2008). Development of a Support System for
Customer Requirement Capture. In: Yan, XT., Ion, W.J., Eynard, B.
(eds) Global Design to Gain a Competitive Edge. Springer, London.
https://doi.org/10.1007/978-1-84800-239-5_8
[14] Holland, A. (2005). Modeling Uncertainty in Decision Support
Systems for Customer Call Center. In: Reusch, B. (eds)
Computational Intelligence, Theory and Applications. Advances in
Soft Computing, vol 33. Springer, Berlin, Heidelberg.
https://doi.org/10.1007/3-540-31182-3_72
[15] Lawson, B.G., Smirni, E. (2002). Multiple-Queue Backfilling
Scheduling with Priorities and Reservations for Parallel Systems. In:
Feitelson, D.G., Rudolph, L., Schwiegelshohn, U. (eds) Job
Scheduling Strategies for Parallel Processing. JSSPP 2002. Lecture
Notes in Computer Science, vol 2537. Springer, Berlin, Heidelberg.
https://doi.org/10.1007/3-540-36180-4_5