Reece Nicholls Reece.Nicholls@uwe.ac.uk
Engineer Web
Problem classification for tailored help desk auto replies
Nicholls, Reece; Fellows, Ryan; Battle, Steve; Ihshaish, Hisham
Authors
Ryan Fellows
Steve Battle Steve.Battle@uwe.ac.uk
Senior Lecturer
Hisham Ihshaish Hisham.Ihshaish@uwe.ac.uk
Senior Lecturer in Information Science
Contributors
Dr Elias Pimenidis Elias.Pimenidis@uwe.ac.uk
Editor
Plamen Angelov
Editor
Chrisina Jayne
Editor
Antonios Papaleonidas
Editor
Dr Mehmet Aydin Mehmet.Aydin@uwe.ac.uk
Editor
Abstract
IT helpdesks are charged with the task of responding quickly to user queries. To give the user confidence that their query matters, the helpdesk will auto-reply to the user with confirmation that their query has been received and logged. This auto-reply may include generic ‘boiler-plate’ text that addresses common problems of the day, with relevant information and links. The approach explored here is to tailor the content of the auto-reply to the user’s problem, so as to increase the relevance of the information included. Problem classification is achieved by training a neural network on a suitable corpus of IT helpdesk email data. While this is no substitute for follow-up by helpdesk agents, the aim is that this system will provide a practical stop-gap.
Citation
Nicholls, R., Fellows, R., Battle, S., & Ihshaish, H. (2022). Problem classification for tailored help desk auto replies. In E. Pimenidis, P. Angelov, C. Jayne, A. Papaleonidas, & M. Aydin (Eds.), Artificial Neural Networks and Machine Learning – ICANN 2022 (445-454). https://doi.org/10.1007/978-3-031-15937-4_37
Conference Name | Artificial Neural Networks and Machine Learning – ICANN 2022 31st International Conference on Artificial Neural Networks, Bristol, UK |
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Conference Location | Bristol, UK, |
Start Date | Sep 6, 2022 |
End Date | Sep 9, 2022 |
Acceptance Date | Jul 12, 2022 |
Online Publication Date | Sep 7, 2022 |
Publication Date | Sep 7, 2022 |
Deposit Date | Sep 23, 2022 |
Publicly Available Date | Sep 8, 2024 |
Publisher | Springer Verlag |
Volume | 13532 LNCS |
Pages | 445-454 |
Series Title | Lecture Notes in Computer Science (LNCS, volume 13532) |
Series Number | 13532 |
Series ISSN | 1611-3349; 0302-9743 |
Edition | Vol 13532 |
Book Title | Artificial Neural Networks and Machine Learning – ICANN 2022 |
Chapter Number | 37 |
ISBN | 9783031159367 |
DOI | https://doi.org/10.1007/978-3-031-15937-4_37 |
Keywords | neural networks, data augmentation, helpdesk, supervised learning |
Public URL | https://uwe-repository.worktribe.com/output/9953757 |
Publisher URL | https://link.springer.com/chapter/10.1007/978-3-031-15937-4_37 |
Related Public URLs | https://link.springer.com/book/10.1007/978-3-031-15937-4 https://www.springer.com/series/558 |
Files
This file is under embargo until Sep 8, 2024 due to copyright reasons.
Contact Hisham.Ihshaish@uwe.ac.uk to request a copy for personal use.
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