Question classification framework for helpdesk ticketing support system using machine learning

• Main Authors: Harun, Noor Aklima, Huspi, Sharin Hazlin, A. Iahad, Noorminshah
• Format: Conference or Workshop Item
• Published: 2021
• Subjects: QA75 Electronic computers. Computer science
• Online Access: http://eprints.utm.my/id/eprint/96648/; http://dx.doi.org/10.1109/ICRIIS53035.2021.9617077
• Institution: Universiti Teknologi Malaysia

One of the elements that contribute to the nonuniformity of the question data in Helpdesk Ticketing Support (HTS) System is the diversity of services and users. Most questions that were asked in the HTS are in various forms and sentence styles but usually offer the same meaning. Various state-of-the...