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Improving Automated Categorization of Customer Requests with Recent Advances in Natural Language Processing

Author

Listed:
  • Filip Koukal

    (Mendel University in Brno, Czech Republic)

  • František Dařena

    (Mendel University in Brno, Czech Republic)

  • Roman Ježdík

    (ALVAO, s. r. o., Žďár nad Sázavou, Czech Republic)

  • Jan Přichystal

    (Mendel University in Brno, Czech Republic)

Abstract

In this paper, we focus on the categorization of tickets in service desk systems. We employ modern neural network-based artificial intelligence methods to improve the performance of current systems and address typical problems in the domain. Special attention is paid to balancing the ticket categories, selecting a suitable representation of text data, and choosing a classification model. Based on experiments with two real-world datasets, we conclude that text preprocessing, balancing the ticket categories, and using the representations of texts based on fine-tuned transformers are crucial for building successful classifiers in this domain. Although we could not directly compare our work to other research the results demonstrate superior performance to similar works.

Suggested Citation

  • Filip Koukal & František Dařena & Roman Ježdík & Jan Přichystal, 2024. "Improving Automated Categorization of Customer Requests with Recent Advances in Natural Language Processing," European Journal of Business Science and Technology, Mendel University in Brno, Faculty of Business and Economics, vol. 10(2), pages 173-184.
    • Handle: RePEc:men:journl:v:10:y:2024:i:2:p:173-184
    DOI: 10.11118/ejobsat.2024.010
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    More about this item

    Keywords

    service desk systems; customer requests classification; transformer models; machine learning;
    All these keywords.

    JEL classification:

    • C89 - Mathematical and Quantitative Methods - - Data Collection and Data Estimation Methodology; Computer Programs - - - Other
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software

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