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Sound source localization will play a major role in the new location-aware applications envisioned in Ubiquitous Computing. We describe the design and performance of three architectures and corresponding protocols that use a variation of the Time-of-Flight method for localizing three different kinds of devices, namely 802.11-enabled PDAs, 3G cell phones, and PDAs without network connectivity. The quantitative assessment is based on the deployment made with 6 sensors in, a 20x9m room, sewing over 10,000 localization requests. Our experiments indicate that all architectures achieve localization within 70cm of the actual position 90% of the time. The accuracy is further improved to 40cm 90% of the time when geometric factors are taken into consideration. The effects of noise and obstructions are also analyzed. Within 1m localization error realistic noise degrades the accuracy by 6 to 10%. The presence of obstacles, such as humans and cement columns, has no observable effect on the performance.

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Ticket assignment/dispatch is a crucial part of service delivery business with lot of scope for automation and optimization. In this paper, we present an end-to-end automated helpdesk email ticket assignment system, which is also offered as a service. The objective of the system is to determine the nature of the problem mentioned in an incoming email ticket and then automatically dispatch it to an appropriate resolver group (or team) for resolution.<br/>The proposed system uses an ensemble classifier augmented with a configurable rule engine. While design of classifier that is accurate is one of the main challenges, we also need to address the need for designing a system that is robust and adaptive to changing business needs. We discuss some of the main design challenges associated with email ticket assignment automation and how we solve them. The design decisions for our system are driven by high accuracy, coverage, business continuity, scalability and optimal usage of computational resources.<br/>Our system has been deployed in production of three major service providers and currently assigning over 90,000 emails per month, on an average, with an accuracy close to 90% and covering at least 90% of email tickets. This translates to achieving human-level accuracy and results in a net saving of more than 50000 man-hours of effort per annum.