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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