TeleDoCTR: Domain-Specific and Contextual Troubleshooting for Telecommunications
Mohamed Trabelsi, Huseyin Uzunalioglu

TL;DR
TeleDoCTR is a specialized system for telecom ticket troubleshooting that automates routing, retrieval, and report generation, significantly improving accuracy and efficiency in resolving telecom issues.
Contribution
It introduces a novel, domain-specific, and contextual troubleshooting system that combines ranking and generative models for end-to-end telecom ticket resolution.
Findings
Achieves superior performance over existing methods
Enhances troubleshooting accuracy and efficiency
Successfully applied to real-world telecom data
Abstract
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…
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Taxonomy
TopicsSoftware System Performance and Reliability · Data Quality and Management · Advanced Graph Neural Networks
