Intelligent service request classification and assignment

A computer system for intelligent service request classification and assignment learning, the computer system comprising:

• a memory device comprising program instructions;
• a bus coupled to the memory device;
• and
• a processor, for executing the program instructions, coupled to a request management tool via the bus that when executing the program instructions causes the system to:
• receive, at an automated user assistance system, a single description of a service request that is freeform in a natural language from a user;
• converting the description and an identification of the user into a set of feature vectors;
• apply to the service request description a logistic regression algorithm configured to determine a classification of the service request based on the description and a historic frequency of classified service requests submitted by the user in the set of feature vectors;
• forward the service request to a human administrator based on the classification;
• receive a determination from the human administrator whether the service request is correctly classified;
• and
• continuously train the logistic regression algorithm against an increasingly refined set of training data of correctly classified service requests.

A computer program product for intelligent service request classification and assignment learning, the computer program product comprising a computer readable storage device, and program instructions stored on the computer readable storage device, to

• receive, at an automated user assistance system, a single description of a service request that is freeform in a natural language from a user;
• convert the description and an identification of the user into a set of feature vectors;
• apply to the service request description a logistic regression algorithm configured to determine a classification of the service request based on the description, a historic frequency of classified service requests submitted by the user, and supplemental demographics about the user in the set of feature vectors;
• forward the service request to a human administrator based on the classification;
• receive a determination from the human administrator whether the service request is correctly classified;
• and
• continuously train the logistic regression algorithm against an increasingly refined set of training data of correctly classified service requests.