About the Client

Our client is a Fortune 100 U.S. based company operating in fields of science, technology and engineering and works in various markets including aerospace, defense, industrial and intelligence.

Business Requirement

  • The client wanted to intelligently direct helpdesk tickets to the correct department.
  • Classification of helpdesk tickets based on short description was required.
  • Classification of tickets manually increased manual errors, reducing them was a requirement.

Our Solution

  • ​A tool was developed to distribute helpdesk tickets based on short descriptions.
  • Machine learning algorithms like Naïve Bayes and Random Forest were used.

Process Image


Business Outcomes

  • This tool was easy to use and implement.
  • The tickets were distributed with an accuracy of 97 %.
  • Saved 20 person days in a month.