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Incident Ticketing Analytics On Issue Categorization Using Text Mining Techniques

Abdul 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

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