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--- |
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license: mit |
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language: |
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- en |
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metrics: |
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- accuracy |
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base_model: |
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- google-bert/bert-base-uncased |
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pipeline_tag: text-classification |
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--- |
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# **BERT for IT Support Ticket Classification** |
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_A fine-tuned BERT model for classifying IT-related support tickets into predefined categories._ |
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## **Model Details** |
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- **Model Name**: `bert-it-issue` |
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- **Author**: [SalomonMetre13](https://huggingface.co/SalomonMetre13) |
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- **Architecture**: BERT-based model fine-tuned for **IT support ticket classification** |
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- **Task**: Text Classification (`text-classification`) |
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- **Dataset**: Processed IT support tickets dataset (`all_tickets_processed_improved_v3.csv`) |
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- **Labels**: |
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- `0`: Hardware |
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- `1`: Access |
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- `2`: Miscellaneous |
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- `3`: HR Support |
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- `4`: Purchase |
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- `5`: Administrative rights |
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- `6`: Storage |
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- `7`: Internal Project |
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## **Usage** |
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You can use this model for **automatically classifying IT support requests** based on their content. |
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### **Example Usage with Transformers (Python)** |
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```python |
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from transformers import pipeline |
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classifier = pipeline("text-classification", model="SalomonMetre13/bert-it-issue") |
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text = "I need a new laptop because mine stopped working." |
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prediction = classifier(text) |
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print(prediction) # [{'label': 'Hardware', 'score': 0.97}] |
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``` |
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### **Using Hugging Face API (cURL)** |
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```bash |
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curl -X POST "https://api-inference.huggingface.co/models/SalomonMetre13/bert-it-issue" \ |
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-H "Authorization: Bearer YOUR_HF_API_TOKEN" \ |
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-H "Content-Type: application/json" \ |
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-d '{"inputs": "I need access to my email account."}' |
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``` |
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## **Performance** |
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The model was trained and evaluated on a dataset of categorized IT support tickets, achieving **high accuracy on validation and test sets**. |
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## **Applications** |
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- **Automated IT ticket classification** |
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- **Helpdesk support systems** |
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- **Chatbot integration for IT requests** |
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## **Limitations** |
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- May misclassify ambiguous requests. |
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- Performance depends on how well the training data represents real-world IT tickets. |
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- Doesn't handle multi-label classification (only assigns one category per ticket). |
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## **Contributions & Feedback** |
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Feel free to contribute by fine-tuning, reporting issues, or suggesting improvements! 🚀 |
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--- |
