In the past, the customer support department spent a lot of time sorting the wrongly submitted requests by hand and it took a lot of working hours to just properly classify them. Since the client’s satisfaction is the primary drive of our customer’s business, the response time and quick resolution of customer issues are vital.
The AI solution analyzes every customer request and classifies it. The classification is conducted directly in the customer support tool (via Zendesk platform). During the development of our AI solution, we’ve encountered several challenges:
- We had to prepare the proper training and test sets from the existing tickets
- We had to properly verify the results
- The model had to be the integrated into the existing working process
Since this is the NLP problem (Natural Language Processing), we used the BERT embeddings for text representations and classified the tickets with SVM (Support Vector Machine) algorithm.