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arXiv · 2211.07603

Problem Classification for Tailored Helpdesk Auto-Replies

Reece Nicholls·Ryan Fellows·Steve Battle·Hisham Ihshaish
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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.

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Reece Nicholls, Ryan Fellows, Steve Battle, Hisham Ihshaish. 2022-09-11. Problem Classification for Tailored Helpdesk Auto-Replies. https://doi.org/10.1007/978-3-031-15937-4_37

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