A Scalable NLP-Based Ticket Classification Engine for Telecom Customer Support
Keywords:
Natural Language Processing, BERT, Ticket Classification, Telecommunications, Scalability, Customer Support, Machine Learning, ImplementationAbstract
This paper presents the deployment of a scalable Natural Language Processing (NLP)-driven ticket classificationengine for telecommunications customer care environments. This deployment utilizes fine-tuned BERT models toautomatically classify customercare tickets into six major service categories with 94.2% accuracy. The frameworkhandles an input of 6,000 customer tickets covering
References
Journal of Information Systems Engineering and Management. (2020). Journal of Information Systems Engineering & Management. https://doi.org/10.29333/jisem
Aldunate, Á., Maldonado, S., Vairetti, C., & Armelini, G. (2022). Understanding customer satisfaction via deep learning and natural language processing. Expert Systems with Applications, 209, 118309. https://doi.org/10.1016/j.eswa.2022.118309
