NLP Applications in Support Call Centers
Introduction
This article is in continuation of my previous article on using Machine learning in Support environments. I shared my views on, how using simple python code we can enrich our call centers/support division activities in our own organization or customer organization. In that article, I shared an insight into what and how we can make a difference to the current environment using ML in giving better service time in resolution of customer calls and avoiding repetition of the same tickets being raised by multiple users of the same customer with slight variation thus adding the ticket backlog count.
Python dictionaries were used to create very useful historical support resolution logs, which would be very handy for L1/L2 ( Level1, Level2) guys who are constantly engaged in firefighting mode and ensuring the SLA is not breached and escalations don’t flow to the next level. You may refer to my previous blog here.
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