Problem
The challenge was to improve the support service workflow for an online platform, basically to speed up the ticket prioritization process.
Solution
After understanding the manual and time-consuming process of ticket assessment performed by employees, we developed an automated, ML-based solution for ticket priority classification.
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After some feature engineering, different approaches were tested, involving classification, regression and hierarchical classification models.
Some interpretation of feature importance, together with an analysis of sensibility of sample size on results were provided.
