Natural language processing for automated Service Desk incident routing
Debbali, Imane
Promotor(s) : Louppe, Gilles
Date of defense : 24-Jan-2020 • Permalink : http://hdl.handle.net/2268.2/8738
Details
Title : | Natural language processing for automated Service Desk incident routing |
Translated title : | [fr] traitement automatique du langage naturel pour le traitement routage automatisé d'incident au centre d'assistance |
Author : | Debbali, Imane |
Date of defense : | 24-Jan-2020 |
Advisor(s) : | Louppe, Gilles |
Committee's member(s) : | Lion, Pascal
Cornélusse, Bertrand Sutera, Antonio |
Language : | English |
Number of pages : | 50 |
Keywords : | [en] Machine learning [en] Natural language processing [en] python [en] automation [en] service desk |
Discipline(s) : | Engineering, computing & technology > Computer science |
Target public : | Researchers Professionals of domain Student |
Institution(s) : | Université de Liège, Liège, Belgique |
Degree: | Master en ingénieur civil électromécanicien, à finalité spécialisée en énergétique |
Faculty: | Master thesis of the Faculté des Sciences appliquées |
Abstract
[en] Automation is happening in all aspects of our daily lives. This work aims at improving the efficiency of NRB Service Desk thanks to machine learning and natural language processing by automating the routing of incidents tickets. This is mainly done by analysing the ticket textual content.
Machine learning classifiers is compared after putting the data into the right shape. The logistic regression performed the best followed by SVM. In the end, a short study with deep learning is carried.
File(s)
Document(s)
MASTER_THESIS_IMANE_DEBBALI.pdf
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Size: 1.87 MB
Format: Adobe PDF
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Size: 1.87 MB
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Annexe(s)
model1.sav
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model2.sav
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run_model.ipynb
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Functions.ipynb
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Actualize_model.ipynb
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Internship_report_NRB_imane_DEBBALI.pdf
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Size: 1.72 MB
Format: Adobe PDF
Description: -
Size: 1.72 MB
Format: Adobe PDF
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The University of Liège does not guarantee the scientific quality of these students' works or the accuracy of all the information they contain.