Clustering Support Tickets with Natural Language Processing:K-Means applied to Transformer embeddings.
Abstract not provided.
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Science gateways are altering the manner in which people interact with high performance computing (HPC) by providing a web browser based interface to advanced computing platforms. In particular, science gateways lower the barrier to using HPC by simplifying the process of submitting workloads to such systems and by offloading the efforts required to use HPC to the maintainers of the system. While science gateways decrease the time-to-science that comes with using such advanced systems, progress can still be made in improving the user's experience. In this paper we explore two strategies for integrating artificial intelligence tools commonly found in non-HPC service workflows: voice activated assistants and chatbots. Since August 2021, the HPC group at Idaho National Laboratory answers an average of 581 support tickets per month of which a large percentage could be addressed via these two strategies. This work defines the key capabilities that an HPC voice activated assistant and chatbot would need to address for a userbase consisting of largely non-expert users as well as a design for integration into the Open OnDemand science gateway.
INL HPC team provided updates related to the INL HPC program and HPC systems for HPC User Group Quarterly Review - December 10, 2025
This dataset is a fusion of three data types (operations and maintenance tickets, weather data, and production data) that was used to support machine learning analysis and evaluation of drivers for low performance at photovoltaic (PV) sites during compound, extreme weather events. After being processed with machine learning, the data was used in the "Evaluation of Extreme Weather Impacts on Utility-scale Photovoltaic Plant Performance in the United States" manuscript. Additional details are captured in the associated manuscript.
This paper presents viewgraphs on supported and unsupported negotiation interactions between customer service representatives and customers when travel disruptions occur in airports.
This presentation gives an overview of NASA's exploratory Landing and Take-Off noise analyses supporting commercial supersonic technology developments. A very brief business and economics discussion is also put forth, describing city pair market and the Value of Time metric for setting ticket price and market seat capture.
The Oak Ridge Leadership Computing Facility (OLCF) was established to accelerate scientific discovery by providing world-leading computational performance and advanced data infrastructure. As a US Department of Energy (DOE) Office of Science user facility, the OLCF has managed the successful deployment and operation of a succession of leadership-class resources dedicated to open science. In addition to these resources, the OLCF staff continually strive to develop innovative processes and technologies, improve security, and empower users through allocation management and comprehensive user support and training. These efforts support the advancement of science by the OLCF users and benefit high-performance computing (HPC) facilities around the world. In calendar year (CY) 2022, the OLCF supported 1,681 users and 570 projects and exceeded all targets for user satisfaction. The facility received an average satisfaction score of 4.6 out of 5 on the annual user survey, and 96% of respondents reported a high satisfaction rate with the OLCF overall. Of the 3,212 user tickets submitted in CY 2022, OLCF staff resolved 97% within 3 business days. The facility also introduced several new services for users this year, including weekly virtual office hours with subject matter experts from ORNL and vendor partners; new views in MyOLCF that allow users to analyze allocation and compute usage for a project; the ability to build and run containers on Summit; and improved data visualization support and training resources.
The Oak Ridge Leadership Computing Facility (OLCF) was established to accelerate scientific discovery by providing world-leading computational performance and advanced data infrastructure. As a US Department of Energy (DOE) Office of Science user facility, the OLCF has managed the successful deployment and operation of a succession of leadership-class resources dedicated to open science. In addition to these resources, the OLCF staff continually strive to develop innovative processes and technologies, improve security, and empower users through effective allocation management and comprehensive user support and training. These efforts support the advancement of science by the OLCF users and benefit high-performance computing (HPC) facilities around the world. In calendar year (CY) 2023, the OLCF supported 1,676 users and 598 projects and exceeded all targets for user satisfaction. The facility received an average satisfaction score of 4.52 out of 5 on the annual user survey, and 94% of respondents reported a high satisfaction rate with the OLCF overall. Of the 3,619 user tickets submitted in CY 2023, OLCF staff resolved 97% within 3 business days. The facility opened Frontier to full scientific operations this year. Two projects conducted on Frontier received the Association for Computing Machinery (ACM) Gordon Bell Prize and the Gordon Bell Special Prize for Climate Modeling, and a third earned a nomination as a Gordon Bell Prize finalist. The facility’s previous flagship machine, Summit, gained new life and was extended through 2024 in part to help provide resources to the Integrated Research Infrastructure (IRI) projects and the National Artificial Intelligence Research Resource (NAIRR) pilot program. The facility instantiated an Advanced Computing Ecosystem testbed in part to support IRI workflows. OLCF made interactivity easier and more accessible to users than ever through tools like Jupyter notebooks and workflows.
IT Service Management (ITSM) is an inimitable, ever-changing practice that is critical to all far-reaching organizations, including Sandia National Laboratories. With recent developments in technology and society – spurred by major events like the advent of ChatGPT and the pandemic – it is as important as ever to consider the implications and opportunities for ITSM. This report strategically synthesizes existing information about ITSM structures and examines the current state of Sandia’s service management entity: CCHD. Then, it looks at the emerging state of the world, culminating in CCHD-tailored recommendations for continual service improvement (CSI). Ultimately, the biggest matters to address are staff tenure, ticket documentation, and self-service facilitation. The next step might be to introduce AI to service channels in a non-system-invasive manner, namely a chatbot on the main CCHD page. All would serve to enhance end-user experiences, and by proxy Sandia’s output.
A high density short haul air market which by 1980 is large enough to support the introduction of an independent short haul air transportation system is discussed. This system will complement the existing air transportation system and will provide relief of noise and congestion problems at conventional airports. The study has found that new aircraft, exploiting V/STOL and quiet engine technology, can be available for implementing these new services, and they can operate from existing reliever and general aviation airports. The study has also found that the major funding requirements for implementing new short haul services could be borne by private capital, and that the government funding requirement would be minimal and/or recovered through the airline ticket tax. In addition, a suitable new short haul aircraft would have a market potential for $3.5 billion in foreign sales. The long lead times needed for aircraft and engine technology development will require timely actions by federal agencies.