Exploring Explainability for Automated Solution Recommendation in Industrial Machinery's Customer Support

Hilbrands, Jacob Heye

doi:10.34726/hss.2026.135765

Record link:

https://doi.org/10.34726/hss.2026.135765
http://hdl.handle.net/20.500.12708/231302

Title:

Exploring Explainability for Automated Solution Recommendation in Industrial Machinery's Customer Support

Citation:

Hilbrands, J. H. (2026). Exploring Explainability for Automated Solution Recommendation in Industrial Machinery’s Customer Support [Diploma Thesis, Technische Universität Wien]. reposiTUm. https://doi.org/10.34726/hss.2026.135765

reposiTUm DOI:

10.34726/hss.2026.135765

CatalogPlus:

AC18051212

Publication Type:

Thesis - Diplomarbeit

Language:

English

Authors:

Hilbrands, Jacob Heye

Advisor:

Ansari Chaharsoughi, Fazel

Co-advisor:

Steiner, Andreas

Organisational Unit:

E330 - Institut für Managementwissenschaften

Date (published):

2026

Number of Pages:

182

Keywords:

Automatisierte Lösungsempfehlung; Ticket Bearbeitung; Ticketautomatisierung; Erklärbare KI; XAI; Post-hoc Erklärbarkeit; AI; ML; LLM; Kundensupport; Cyber-physische Systeme; CPS; Automobil-Testumgebungen; Empfehlungssysteme; Systematische Literaturrecherche; Proof-of-Concept; Industrielle Maschinen; Design Science Research; DSR

Automated Resolution Recommendation; Ticket Resolution; Ticket Automation; Explainable AI; XAI; Post-hoc Explainability; Customer Support; Cyber-Physical Systems; CPS; Automotive Testbeds; Recommender Systems; AI; ML; LLM; Systematic Literature Review; Proof-of-Concept; Industrial Machinery; Design Science Research; DSR

Additional information:

Arbeit an der Bibliothek noch nicht eingelangt - Daten nicht geprueft - gesperrte Arbeit (bis 2028-09-02+02:00)
Abweichender Titel nach Übersetzung der Verfasserin/des Verfassers

License:

In Copyright

Appears in Collections:

Thesis

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