Automatic classification of helpdesk tickets through Natural Language Processing techniques

In this talk, Serena will elucidate the functionalities of a software application named AI-TSC (Artificial Intelligence – Ticket System Classification). This application is based on Artificial Intelligence (AI) techniques and is designed for the automated categorization of helpdesk tickets within the Odoo platform. The development of AI-TSC involved the utilization of state-of-the-art AI methodologies in the realm of Natural Language Processing (NLP), which focuses on the interaction between human language and computers. The workflow of AI-TSC involves the reception of newly generated helpdesk tickets, subsequent processing that entails labeling, and final allocation to appropriate user groups or individuals based on the specific issue or inquiry. The creation of AI-TSC involved training AI models to accomplish two primary tasks: initially, to extract pertinent entities from the tickets, followed by the categorization of these tickets based on their content. The implementation of AI-TSC has yielded two notable advantages. Firstly, it has significantly expedited the identification and classification of the various scenarios encapsulated within the helpdesk tickets, facilitating prompt and precise resolution of client issues. Secondly, it has contributed to enhancing operational efficiency by enabling the handling of a larger volume of tickets within a reduced timeframe. This has been accompanied by a reduction in errors and anomalies attributed to manual ticket categorization. Beyond its immediate benefits, AI-TSC exhibits versatility as a modular tool. Its applicability extends to diverse processes such as task and project allocation, showcasing its potential as a multifunctional resource.

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