AI-based Classification of Customer Support Tickets: State of the Art and Implementation with AutoML
Automation of support ticket classification is crucial to improve customer support performance and shortening resolution time for customer inquiries. This research aims to test the applicability of automated machine learning (AutoML) as a technology to train a machine learning model (ML model) that can classify support tickets. The model evaluation conducted in this research shows that AutoML can be used to train ML models with good classification performance. Moreover, this paper fills a research gap by providing new insights into developing AI solutions without a dedicated professional by utilizing AutoML, which makes this technology more accessible for companies without specialized AI departments and staff.
Code (0)
등록된 구현이 없습니다.
Tasks
AutoMLMethods 이 논문이 사용한 방법론
Similar Papers 제목 키워드 기반
Escalation Prediction using Feature Engineering: Addressing Support Ticket Escalations within IBM's Ecosystem
Large software organizations handle many customer support issues every day in the form of bug reports, feature requests, and general misunderstandings as submitted by customers. Strategies to gather, analyze, and negotia…
BIG-bench Machine LearningFeature EngineeringManagementCustomer Support Ticket Escalation Prediction using Feature Engineering
Understanding and keeping the customer happy is a central tenet of requirements engineering. Strategies to gather, analyze, and negotiate requirements are complemented by efforts to manage customer input after products h…
Feature EngineeringManagementPredictionHow angry are your customers? Sentiment analysis of support tickets that escalate
Software support ticket escalations can be an extremely costly burden for software organizations all over the world. Consequently, there exists an interest in researching how to better enable support analysts to handle s…
Sentiment AnalysisA Scalable and High Availability Solution for Recommending Resolutions to Problem Tickets
Resolution of incidents or problem tickets is a common theme in service industries in any sector, including billing and charging systems in telecom domain. Machine learning can help to identify patterns and suggest resol…
One-Shot LearningTaDaa: real time Ticket Assignment Deep learning Auto Advisor for customer support, help desk, and issue ticketing systems
This paper proposes TaDaa: Ticket Assignment Deep learning Auto Advisor, which leverages the latest Transformers models and machine learning techniques quickly assign issues within an organization, like customer support,…