AI-based Classification of Customer Support Tickets: State of the Art and Implementation with AutoML
<|reference_start|>AI-based Classification of Customer Support Tickets: State of the Art and Implementation with AutoML: Automation of support ticket classification is crucial to improve customer support performance and shortening resolution time for customer inquiries. This research aims to test the applicability of automated machine learning (AutoML) as a technology to train a machine learning model (ML model) that can classify support tickets. The model evaluation conducted in this research shows that AutoML can be used to train ML models with good classification performance. Moreover, this paper fills a research gap by providing new insights into developing AI solutions without a dedicated professional by utilizing AutoML, which makes this technology more accessible for companies without specialized AI departments and staff.<|reference_end|>
@article{truss2024ai-based,
    title={AI-based Classification of Customer Support Tickets: State of the Art
  and Implementation with AutoML},
    author={Mario Truss, Stephan Boehm},
    journal={Proceedings of the IWEMB 2021/2022: Fifth and Sixth International
  Workshop on Entrepreneurship, Electronic and Mobile Business},
    year={2024},
    archivePrefix={arXiv},
    eprint={2406.01789},
    primaryClass={cs.LG cs.AI cs.CL cs.HC}
}