Support ticket classification
Many support tickets can be either automated or sent an automatic reply, other tickets will simply be routed to a different department. Automatically classifying these tickets and handling without needing to be triaged by first line support can improve response time and customer satisfaction and decrease the number of employees engaged in first line support.
Overview
Automatically classify support tickets into the appropriate group for processing.
TARGET
Class the support ticket is in.
Challenge
The primary information will be in the support database and contained on the support ticket, however understanding if this is a repeated request from within the support ticket database can improve customer experience when customers are having trouble with support. Adding information about the products the customer has purchased and their value to the company may allow for better classification and routing of tickets. All this data needs to be cleaned, joined and transformed into valuable ML features before going into model training. This pre-modeling prep process can be frustrating and time consuming. We are here to help.
Modeling techniques and libraries
Machine learning analysis
Build machine learning models to predict the target as a function of the independent variables. Use model interpretability packages to evaluate the impact of the independent variables on the prediction.
Packages:
- Sklearn
- ELI5
- LIME
- SHAP
- NLTK
- CoreNLP
- Gensim
- spaCy
- Polyglot
- Pattern
