Problem Classification for Tailored Helpdesk Auto-Replies

• URL: http://arxiv.org/abs/2211.07603v1
• Date: Sun, 11 Sep 2022 20:03:57 GMT
• Title: Problem Classification for Tailored Helpdesk Auto-Replies
• Authors: Reece Nicholls, Ryan Fellows, Steve Battle and Hisham Ihshaish
• Abstract summary: Auto-reply may include generic boiler-plate' text that addresses common problems of the day. Problem classification is achieved by training a neural network on a suitable corpus of IT helpdesk email data.
• Score: 0.0
• License: http://creativecommons.org/licenses/by/4.0/
• Abstract: IT helpdesks are charged with the task of responding quickly to user queries. To give the user confidence that their query matters, the helpdesk will auto-reply to the user with confirmation that their query has been received and logged. This auto-reply may include generic `boiler-plate' text that addresses common problems of the day, with relevant information and links. The approach explored here is to tailor the content of the auto-reply to the user's problem, so as to increase the relevance of the information included. Problem classification is achieved by training a neural network on a suitable corpus of IT helpdesk email data. While this is no substitute for follow-up by helpdesk agents, the aim is that this system will provide a practical stop-gap.

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