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SOAR: SOcially Aware Routing for Request Matching in Enterprise Environments

Social networking has emerged as a powerful paradigm that connects people of similar interests. It has shown to be effective in routing queries in referral systems and cellular networks, and also in the production of frequently asked questions (FAQ) repository. In this paper, we extend its applicability to dispatch applications as part of fulfilling problem and change requests in outsourced IT environments. The proposed routing system is tested and validated using a large data set containing over 2 million problem and change records for a large number of outsourced accounts. We replay the requests to mimic the evolution of the underlying system and consider three cases.