Paper: Illuminating Trouble Tickets With Sublanguage Theory

ACL ID N06-2043
Title Illuminating Trouble Tickets With Sublanguage Theory
Venue Human Language Technologies
Session Short Paper
Year 2006

A study was conducted to explore the poten- tial 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 pat- terns, 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 ef- fective framework for the task of discovering the historical and predictive value of trouble ticket data.