Ticket Classification
Problem
- Manual assignment of tickets to appropriate person or unit is time consuming and requires human effort.
- Misaddressing causes resource and time consumption.
- Manual assignment increases the respond time resulting in deterioration of end user satisfaction.
Action
- Designing a multi-class, multi-layer text classification model using text representation to determine the category of the ticket
- Automating the assignment of tickets to related person or unit
- Enabling data driven decisions for resource allocation
Tool Stack
- Python
60
%Reduced Assignment Time
50
%Fewer Misclassified Tickets
70
%Automation