Intelligent Customer Support Case Routing
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open in viewerJuniper Networks is an American company selling networking hardware and software. When a customer needs assistance with a product, a customer support case is opened. The route a case takes to get to the resolver is currently human-controlled. This project aimed to assist case routing through the use of machine learning. We developed a system that uses a pipeline of data including previously resolved cases to model the relationship between a case and the engineer responsible for solving the problem. We used a neural network to create a system that could predict both the resolving group and engineer achieving up to 96% accuracy when predicting the 10 most likely groups, and 42% when predicting the 10 most likely engineers. We built a web application for future demonstration of this system.
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- Creator
- Publisher
- Identifier
- E-project-042517-011639
- Advisor
- Year
- 2017
- Center
- Sponsor
- Date created
- 2017-04-25
- Resource type
- Major
- Rights statement
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