Customer Relationship Management (CRM) - Support Ticket Classifier

 

Notes:

• Problem Solved: Automatically classifies incoming support tickets into categories for efficient triage.

• Customization Benefits: Train it on your historical ticket data for improved accuracy.

• Further Adoption: Route classified tickets into tools like Zendesk or Freshdesk.

Python Code:

from sklearn.feature_extraction.text import TfidfVectorizer

from sklearn.naive_bayes import MultinomialNB

import pandas as pd

# Sample data: 'ticket_text', 'category'

df = pd.read_csv("support_tickets.csv")

vectorizer = TfidfVectorizer()

X = vectorizer.fit_transform(df['ticket_text'])

y = df['category']

model = MultinomialNB()

model.fit(X, y)

# Predict new tickets

new_tickets = ["I need a refund for my purchase", "System is down, can't login"]

X_new = vectorizer.transform(new_tickets)

predictions = model.predict(X_new)

print(list(zip(new_tickets, predictions)))