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Use Service Ticket Intelligence and Jupyter Notebook to Classify Service Requests

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Use Service Ticket Intelligence and Jupyter Notebook to Classify Service Requests

Use Service Ticket Intelligence and Jupyter Notebook to Classify Service Requests

March 5, 2021
Created by
July 15, 2020
Train a machine learning model based on historical service requests in order to classify new requests.

You will learn

  • How to analyze datasets and upload the training data
  • How to train a machine learning model to classify service requests
  • How to classify service requests into categories
  • How to evaluate the performance of your machine learning model
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Service Ticket Intelligence provides machine learning functionalities to effectively deal with service requests. Thereby, the service offers two main functionalities:

  1. The service is able to analyze the unstructured information in service requests and classify the requests into categories.

  2. The service is able to recommend solutions for service requests based on historical data.

The following tutorial deals with classifying service requests. Find more details on the Service Ticket Intelligence concepts here.

Step 1: Open the Jupyter notebook

First, start your local Jupyter server. Review step 4 of Set Up Jupyter Notebook for Service Ticket Intelligence to see how to do it.

The first page that you see shows the content of the repository that you cloned from GitHub, including the notebooks, datasets and configuration file that you edited in the previous tutorial. To open the notebook for classification, click Classification to navigate into the folder.

Jupyter Home

Next, click Classification_demo.ipynb to open the notebook. You can recognize Jupyter notebooks by their .ipynb file extension.

Open Notebook
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Step 2: What is a Jupyter notebook

Jupyter Notebooks are interactive playgrounds to code and are often used in data science to explore datasets.

Notebooks contain a number of cells in a sequence whereas each cell mainly contains text or code but can also output diagrams and graphics. If cells contain code they can be executed.

The numbers in front of a cell tell the number of executed cells in this notebook. While the cell is being executed a * is printed instead of a number so you can tell if the operation is still running or already finished.

Notebook Structure

Once you click into a cell, it is marked with a border so you can tell at which position in the notebook you are.

A cell can be executed by clicking the play button at the top. If you execute code then there will be additional output printed below the cell.

Executing Cells
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Step 3: Run the tutorial

As mentioned above, a notebook can also contain text. We made sure that there are sufficient explanations for every step in the notebook.

Go through the notebook by executing the cells and reading the explanations that are given. Come back here to complete the tutorial and test your understanding.

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Step 4: Test yourself
In order to classify new in-coming service requests, what state should the model be in?

Next Steps

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