metadata

license: mit
language:
  - en
metrics:
  - accuracy
base_model:
  - google-bert/bert-base-uncased
pipeline_tag: text-classification

BERT for IT Support Ticket Classification

A fine-tuned BERT model for classifying IT-related support tickets into predefined categories.

Model Details

Model Name: bert-it-issue
Author: SalomonMetre13
Architecture: BERT-based model fine-tuned for IT support ticket classification
Task: Text Classification (text-classification)
Dataset: Processed IT support tickets dataset (all_tickets_processed_improved_v3.csv)
Labels:
- 0: Hardware
- 1: Access
- 2: Miscellaneous
- 3: HR Support
- 4: Purchase
- 5: Administrative rights
- 6: Storage
- 7: Internal Project

Usage

You can use this model for automatically classifying IT support requests based on their content.

Example Usage with Transformers (Python)

from transformers import pipeline

classifier = pipeline("text-classification", model="SalomonMetre13/bert-it-issue")

text = "I need a new laptop because mine stopped working."
prediction = classifier(text)

print(prediction)  # [{'label': 'Hardware', 'score': 0.97}]

Using Hugging Face API (cURL)

curl -X POST "https://api-inference.huggingface.co/models/SalomonMetre13/bert-it-issue" \
     -H "Authorization: Bearer YOUR_HF_API_TOKEN" \
     -H "Content-Type: application/json" \
     -d '{"inputs": "I need access to my email account."}'

Performance

The model was trained and evaluated on a dataset of categorized IT support tickets, achieving high accuracy on validation and test sets.

Applications

Automated IT ticket classification
Helpdesk support systems
Chatbot integration for IT requests

Limitations

May misclassify ambiguous requests.
Performance depends on how well the training data represents real-world IT tickets.
Doesn't handle multi-label classification (only assigns one category per ticket).

Contributions & Feedback

Feel free to contribute by fine-tuning, reporting issues, or suggesting improvements! 🚀