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

Sign in

India's largest platform 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

  • Application of Reinforcement Learning in Supply Chain

    Author: Anindya Bera, Senior Manager – Anaytics, Genpact A supply chain is a complex network of individuals and agents who exchange materials or information in a business ecosystem. The items which are used on day-to-day basis are created by a global collaboration between suppliers, manufacturers, and logistics carriers. What makes this complex? It is the […]

  • What is Demand Forecasting and how it helps a Business?

    Featured Article: Author: Soutrik Chowdhury & Sreedhar Sambamoorti, AB InBev Demand forecasting is the estimation of a probable future demand for a product or services based on historical trends, seasonal patterns and taking both internal and external factors into consideration  Demand forecasting is crucial for activities such as supply planning, product manufacturing planning, and financial […]

  • Commodity Price Forecasts using ML driven Insights

    Featured Article: Author: Tarana Chauhan, Procurement Analyst, AB InBev Dependency on Commodities and Associated Risks: Companies with Agricultural commodities as their core raw material face several risks in supply security. Agricultural commodities not only suffer from the risks associated with market dynamics like all other commodities but are also impacted by environmental factors making them […]

  • Future of HR redefined by AI

    Artificial intelligence is transforming our lives at home and at work. At home, you may be one of the 1.8 million people who use Amazon’s Alexa to control the lights, unlock your car, and receive the latest stock quotes for the companies in your portfolio. In total, Alexa is touted as having more than 3,000 skills […]