TeleDoCTR: Domain-Specific and Contextual Troubleshooting for Telecommunications
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Abstract (arXiv)
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 integrates both domain-specific ranking and generative models to automate key steps of the troubleshooting workflow which are: routing tickets to the appropriate expert team responsible for resolving the ticket (classification task), retrieving contextually and semantically similar historical tickets (retrieval task), and generating a detailed fault analysis report outlining the issue, root cause, and potential solutions (generation task). We evaluate TeleDoCTR on a real-world dataset from a telecom infrastructure and demonstrate that it achieves superior performance over existing state-of-the-art methods, significantly enhancing the accuracy and efficiency of the troubleshooting process.
Key facts. Cited by 1 paper in the map (data through 14 Oct 2026). Builds on 43 of its 74 references that are in the map. First posted on arXiv 2 Jan 2026.
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43 of 74 references.
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