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15We have a requirement to assign cases automatically based on the case description and the assignments of similar content from the past. The classification model is self developed in customized entities wich are two-tiered and maps service catalog items and so-called configuration items, each of which is assigned to the service catalog item.
The requirement is as follows:
1. case is created by the customer
2. based on the information provided, the text in the description field and other information about the customer should be analyzed and the appropriate service and the corresponding CI should be selected based on historical data.
3. the case is then routed to the corresponding queue and processed on the basis of this information. If the assignment does not match, the agent corrects it and routes the corresponding ticket.
1. case is created by the customer
2. based on the information provided, the text in the description field and other information about the customer should be analyzed and the appropriate service and the corresponding CI should be selected based on historical data.
3. the case is then routed to the corresponding queue and processed on the basis of this information. If the assignment does not match, the agent corrects it and routes the corresponding ticket.
Example:
1. customer writes in his case. That his printer at home in the office is no longer working.
2. the description field is searched accordingly and based on the keywords printer and printer at home all past cases are searched and the highest hit rate should be the corresponding Service Catalog item: Print Services and the CI: Desktop Printer
1. customer writes in his case. That his printer at home in the office is no longer working.
2. the description field is searched accordingly and based on the keywords printer and printer at home all past cases are searched and the highest hit rate should be the corresponding Service Catalog item: Print Services and the CI: Desktop Printer
What approach would you recommend to realize this?
Thank you very much for your support and ideas
Daniel
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