India's largest platform and marketplace for AI & Analytics leaders & professionals

Sign in

India's largest platform and marketplace for AI & Analytics leaders & professionals
Become a Thought Leader
Become a 3AI Member

Sign in

3AI Digital Library

< Go Back

Incident Ticketing Analytics On Issue Categorization Using Text Mining Techniques

3AI November 7, 2020

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

    3AI Trending Articles

  • How Analytics is revolutionizing B2B Supply chain around the world

    Featured Article: Author: Saswata Kar, Senior Director and Global Head of Data, Analytics & Data Sciences, Philips GBS This article is about how AI and analytics is really transforming supply chain processes in B2B space. I will be explaining here one use case of Order management analytics, where and how exactly it gets used and […]

  • Indian independent software vendors are choosing Oracle Cloud to run Critical Business Applications

    A large number of Indian independent software vendors (ISVs) are choosing to run their business critical applications on Oracle Cloud Infrastructure (OCI) to improve application performance A large number of Indian independent software vendors (ISVs) including GOFRUGAL, Medexpert, Ameyo and Information Dynamics, among others are choosing to run their business critical applications on Oracle Cloud Infrastructure (OCI) […]

  • AI in Drug Discovery

    Featured Article: Author: Vijay Morampudi, Director & Head of AI, Wavelabs Technologies Drug discovery takes 12-15 years and a median investment of nearly $1 billion to bring a new drug to market. While the true cost of research and development may be as high as $2.5 billion per marketed therapy, when factoring in abandoned trials and […]

  • Data Science/Machine Learning and Software Quality

    Featured Article: Author: Biju Kalleppilli, Director-Performance Engineering, SAP Labs India Endless possibilities of data science applications in Software quality are probably an underrated one. At various stages of product testing life cycle, huge amount of data is generated and remain unexplored., primarily because the top management often become happy by looking at the quality metrics […]