Granular Taxonomy for Customer Support Augmented with AI

A computer-implemented method of augmenting customer support, comprising:

• ingesting customer support tickets associated with a helpdesk;
• generating training data, from the customer support tickets, to identify a taxonomy of customer support topics;
• and
• training a classifier to generate a trained classifier to classify customer support tickets into topics of the taxonomy.

A computer-implemented method of augmenting customer support, comprising:

• receiving customer support tickets associated with a helpdesk;
• classifying, using a trained classifier, received customer support tickets into a granular taxonomy of customer support ticket topics to identify customer support topics for at least some of the received customer support tickets, wherein, the granular taxonomy is generated from a set of previous customer support tickets;
• and
• generating a user interface display of customer support ticket information based on topics determined by the classifying.

A computer-implemented method of augmenting customer support, comprising:

• receiving customer support tickets associated with a helpdesk;
• classifying, using a trained classifier, received customer support tickets into a granular taxonomy of customer support ticket topics to identify customer support topics for at least some of the received customer support tickets, wherein, the granular taxonomy is generated from a set of previous customer support tickets;
• and
• automatically generating information to respond to a customer support ticket based on the customer support topic.

A computer-implemented method of augmenting customer support, comprising:

• receiving customer support tickets associated with a helpdesk;
• discovering a granular taxonomy of the customer support ticket, wherein the granular taxonomy is generated from a set of previous customer support tickets including:
• 1) ingesting customer support tickets associated with a helpdesk;
• 2) filtering the customer support tickets to filter at least one of noisy and irrelevant tickets;
• 3) for the filtered customer support tickets, converting unstructured ticket data to structured data to form tickets with structured data;
• 4) clustering the customer support tickets with structured data;
• 5) utilizing the clusters to label the tickets to form a weakly supervised training data;
• and
• 6) training a classifier, on the weakly supervised training data, to classify
• customer support tickets into topics of a granular taxonomy;
• generating performance metrics for topics in the granular taxonomy;
• recommending topics in the granular taxonomy for generation of automatic responses;
• and
• in response to a user input, automating response to at least one recommended topic.