Dell Products Inc.

Anat Parush Tzur

Amihai Savir

Avitan Gefen

Or Herman Saffar

Techniques are provided for software code refactoring prioritization using software code defect aggregation in a graphical code representation. One method comprises obtaining an indication of an error in software code; obtaining a graphical representation of the software code, wherein each node in the graphical representation corresponds to a function and wherein nodes are connected based on a hierarchical relationship; assigning a weight to a first node that corresponds to a function associated with the error; assigning a decayed weight to an additional node, selected based on the hierarchical relationship with the first node, wherein the decayed weight is determined by applying a decay function to the weight assigned to the first node; prioritizing nodes in the graphical representation for a code refactoring of the software code based on the weights assigned to each node; and initiating an automated action based on a result of the prioritizing.

Software code refactoring prioritization using software code defect aggregation in graphical code representation

Techniques are provided for customer service ticket processing using cluster-based data driven guidebooks. One method comprises obtaining a customer service ticket; extracting features related to the customer service ticket, wherein the features comprise a representation of a problem associated with the customer service ticket; assigning the customer service ticket to a given cluster of multiple customer service ticket clusters based on the features; obtaining a customer service ticket processing guidebook associated with the given cluster that identifies independent actions to perform to address the problem; and processing the customer service ticket based on the customer service ticket processing guidebook. A customer service ticket processing guidebook may be generated for each customer service ticket cluster using historical customer service tickets from the respective cluster. The customer service ticket processing guidebooks can be generated by clustering (i) possible independent actions and (ii) possible solutions identified in the historical customer service tickets of the given cluster.

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Beer Sheva, Israel

Anat Parush Tzur