TL;DR本文提出一种基于自然语言处理技术的认知解决方案，通过对 IT 服务台票据、客户满意度调查和社交媒体数据的深入分析，提取出主题、实体、情绪和知识等有价值的非结构化信息，并可进行分类、分段和时间序列预测，最终在交互式仪表板上可视化展示，实现显著降低工单量、成本和提高客户满意度的目的。
Abstract
In this paper, the challenges of maintaining a healthy IT operational
environment have been addressed by proactively analyzing it service desk
tickets, customer satisfaction surveys, and social media data. A Cognitive
solution goes beyond the traditional structured data analysis by dee