Incident Ticketing Analytics On Issue Categorization Using Text Mining Techniques

Share on twitter
Share on facebook
Share on linkedin
Share on whatsapp
Share on email

American manufacturer of consumer and professional products

Problem Statement

Business wants to know the root causes of the service request ticket raised from various applications through the unified ticketing portal.

Analyze the cause and sub-issues that are leading to increase the tickets

Solution Approach

  • Text Processing

  • Building Matrix of Words

  • Clustering

  • Drill Down

Business Impact

  • 20% issues are due to top 2 application with UI issues are most recurring one

  • 3% Improvement in Issue identification process through automation algorithms on Issue data

Critical Success Factors

  • Text column is cleaned and pre-processed using NLP techniques
  • Once the clusters are identified, each cluster is drilled down to identify the issue cause attached to ticket

    XTechalpha: Launching a “next-in class“ platform of exponential technologies: AI, Blockchain, Cloud, Cybersecurity, IoT & emerging segments: GCCs, Startups and Academic Institutions & Edtech accentuated with an enviable line up of proven and seasoned thought leaders bringing together and ensemble, curated content, networking interventions and learning enhancement. A must visit primer for GIC heads, Technology leaders, Exponential technologies enthusiasts, Academic deans and Entrepreneurs.

    Watch the Launch video:

    XTechalpha: reimagine your THINKING