AI-based Classification of Customer Support Tickets: State of the Art and Implementation with AutoML
This work addresses the problem of automating support ticket classification for companies to improve customer support efficiency, but it is incremental as it applies existing AutoML technology to a known task.
The research tested AutoML for training machine learning models to classify customer support tickets, finding it achieves good classification performance and makes AI solutions more accessible for companies lacking specialized staff.
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.