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Faculté des Sciences appliquées
Faculté des Sciences appliquées
MASTER THESIS
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Natural language processing for automated Service Desk incident routing

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Debbali, Imane ULiège
Promotor(s) : Louppe, Gilles ULiège
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 ULiège
Date of defense  : 24-Jan-2020
Advisor(s) : Louppe, Gilles ULiège
Committee's member(s) : Lion, Pascal 
Cornélusse, Bertrand ULiège
Sutera, Antonio ULiège
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.


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Author

  • Debbali, Imane ULiège Université de Liège > Master ing. civil électro., à fin.

Promotor(s)

Committee's member(s)

  • Lion, Pascal NRB
  • Cornélusse, Bertrand ULiège Université de Liège - ULiège > Dép. d'électric., électron. et informat. (Inst.Montefiore) > Smart-Microgrids
    ORBi View his publications on ORBi
  • Sutera, Antonio ULiège Université de Liège - ULiège > Dép. d'électric., électron. et informat. (Inst.Montefiore) > Méthodes stochastiques
    ORBi View his publications on ORBi
  • Total number of views 76
  • Total number of downloads 2










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