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.