@article{uftraunifiedframeworkforticketrouting,
  title = {UFTR: A Unified Framework for Ticket Routing},
  author = {Jianglei Han and Jing Li and Aixin Sun},
  year = {2020},
  eprint = {2003.00703},
  archivePrefix = {arXiv},
  url = {https://arxiv.org/abs/2003.00703v1},
}