Automated Customer Status Updates Through Ticket History Summarization: A Hybrid Extractive–Abstractive Approach
Keywords:
cumulative, Industries, linguistic, benchmarksAbstract
Industries with call center–dependent support channels struggle to provide timely, proactive ticket status updates, resulting in repeated inbound calls, latent transparency, and agent workload saturation.aclanthology+1 This paper introduces a hybrid summarization system that (1) performs BERT-based extractive selection of progress indicators from ticket logs and (2) uses a T5-based abstractive stage to compose coherent customer-facing updates at scheduled intervals, producing cumulative summaries of progress and estimated resolution proximity.arxiv+1 The system is evaluated with ROUGE and BLEU, showing improved automatic metrics against extractive and abstractive baselines on dialogue (SAMSum) and news (XSum) benchmarks, while a simulated operations study suggests statistically significant improvements in customer-perceived clarity and reduced support-agent follow-ups using standard significance testing practices in summarization evaluation.aclanthology+3 Results indicate that hybridization balances evidence faithfulness and linguistic quality, offering a practical, scalable path to automated customer notifications in existing ticketing platforms.arxiv+1Downloads
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