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Summary of Ai-based Classification Of Customer Support Tickets: State Of the Art and Implementation with Automl, by Mario Truss et al.


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

by Mario Truss, Stephan Boehm

First submitted to arxiv on: 3 Jun 2024

Categories

  • Main: Machine Learning (cs.LG)
  • Secondary: Artificial Intelligence (cs.AI); Computation and Language (cs.CL); Human-Computer Interaction (cs.HC)

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GrooveSquid.com Paper Summaries

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Summary difficulty Written by Summary
High Paper authors High Difficulty Summary
Read the original abstract here
Medium GrooveSquid.com (original content) Medium Difficulty Summary
The proposed machine learning model is designed to automatically classify support tickets, enabling improved customer support performance and reduced resolution time. The study leverages automated machine learning (AutoML) to train a model that achieves good classification performance. Moreover, this research highlights the potential of AutoML in developing AI solutions without requiring specialized AI departments or staff.
Low GrooveSquid.com (original content) Low Difficulty Summary
This paper explores how artificial intelligence can help companies improve their customer support by automatically classifying tickets. Researchers used a special kind of machine learning called automated machine learning (AutoML) to train a model that can do this job well. The study shows that AutoML makes it possible for companies without AI experts to create their own AI solutions, making it more accessible and efficient.

Keywords

» Artificial intelligence  » Classification  » Machine learning