Cognitive system to achieve human-level accuracy in automated assignment of helpdesk email tickets

08/08/2018
by   Atri Mandal, et al.
0

Ticket assignment/dispatch is a crucial part of service delivery business with lot of scope for automation and optimization. In this paper, we present an end-to-end automated helpdesk email ticket assignment system, which is also offered as a service. The objective of the system is to determine the nature of the problem mentioned in an incoming email ticket and then automatically dispatch it to an appropriate resolver group (or team) for resolution. The proposed system uses an ensemble classifier augmented with a configurable rule engine. While design of classifier that is accurate is one of the main challenges, we also need to address the need of designing a system that is robust and adaptive to changing business needs. We discuss some of the main design challenges associated with email ticket assignment automation and how we solve them. The design decisions for our system are driven by high accuracy, coverage, business continuity, scalability and optimal usage of computational resources. Our system has been deployed in production of three major service providers and currently assigning over 40,000 emails per month, on an average, with an accuracy close to 90 translates to achieving human-level accuracy and results in a net saving of about 23000 man-hours of effort per annum.

READ FULL TEXT

page 1

page 2

page 3

page 4

research
11/19/2020

WAE: Workload Automation Engine for CDN-specialized Container Orchestration

Content Delivery Network (CDN) has been emerged as a compelling technolo...
research
03/10/2021

Designing a Bot for Efficient Distribution of Service Requests

The tracking and timely resolution of service requests is one of the maj...
research
03/30/2021

Classifying the Unstructured IT Service Desk Tickets Using Ensemble of Classifiers

Manual classification of IT service desk tickets may result in routing o...
research
05/14/2023

Hyper-automation-The next peripheral for automation in IT industries

The extension of legacy business process automation beyond the bounds of...
research
03/02/2020

UFTR: A Unified Framework for Ticket Routing

Corporations today face increasing demands for the timely and effective ...
research
03/14/2018

A Distributed Architecture for Edge Service Orchestration with Guarantees

The Network Function Virtualization paradigm is attracting the interest ...

Please sign up or login with your details

Forgot password? Click here to reset