AI-based Classification of Customer Support Tickets: State of the Art and Implementation with AutoML

TL;DR

This paper evaluates AutoML for classifying customer support tickets, demonstrating its effectiveness and accessibility for companies lacking specialized AI expertise.

Contribution

It provides an empirical assessment of AutoML's performance in support ticket classification and highlights its potential for accessible AI deployment.

Findings

AutoML achieves good classification accuracy.

AutoML enables non-experts to develop effective AI models.

Supports faster deployment of AI solutions in customer support.

Abstract

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.