iSmart Apps

Automated Categorisation of Help Desk Requests with Machine Learning 

Nizam Mogal

Nizam Mogal

Enterprise Applications Architect

Employee enquiries and requests can now be automatically categorised using Machine Learning (ML) technology using the content of their emails. This AI/ML classification functionality predicts and assigns the appropriate service category to your help desk emails.

Key Aspects:

  • AI-Powered Learning: Resolved requests are crucial in building the Machine Learning model within the AI application. This model continuously learns from closed requests in your Help Desk, consistently delivering precise predictions for category assignments.
  • Content Analysis: The model analyses the subject line and the email body to classify requests, providing categories with the highest confidence.

The accuracy of predictions relies on the volume and quality of data used to train the model. Oracle recommends training the model with 10,000 records to achieve the best results to ensure the highest prediction quality.

Insights Dashboard offers analytical reporting to track accuracy trends and average resolution times for correctly categorised, manually categorised, or recategorised requests.

Business Benefits:

  • Efficient Processing: By automatically categorising requests and assigning the correct category at the moment of creation, requests are immediately directed to the appropriate queue and agent. This streamlined process reduces the need for subsequent transfers and minimises resolution delays.
  • Agent Empowerment: This classification system empowers your agents by assisting them in making informed decisions about request categories, ultimately enhancing response times and overall service quality.

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