# AI-based Classification of Customer Support Tickets: State of the Art and Implementation with AutoML

arXiv: https://arxiv.org/abs/2406.01789 · HTML: https://mlsanity.com/paper/2406.01789/

## Key facts

- No citing papers in the map yet (data through 14 Oct 2026).
- Builds on 4 of its 20 references that are in the map.
- First posted on arXiv 3 Jun 2024.

## Builds on (most cited first, 4 of 4)

- [TaDaa: real time Ticket Assignment Deep learning Auto Advisor for customer support, help desk, and issue ticketing systems](https://mlsanity.com/paper/2207.11187/) (2022)
- [Classifying the Unstructured IT Service Desk Tickets Using Ensemble of Classifiers](https://mlsanity.com/paper/2103.15822/) (2021)
- [Neural Entity Linking on Technical Service Tickets](https://mlsanity.com/paper/2005.07604/) (2020)
- [Customer Support Ticket Escalation Prediction using Feature Engineering](https://mlsanity.com/paper/2010.06145/) (2020)

## Abstract (arXiv)

Automation of support ticket classification is crucial to improve customer support performance and shortening resolution time for customer inquiries. This research aims to test the applicability of automated machine learning (AutoML) as a technology to train a machine learning model (ML model) that can classify support tickets. The model evaluation conducted in this research shows that AutoML can be used to train ML models with good classification performance. Moreover, this paper fills a research gap by providing new insights into developing AI solutions without a dedicated professional by utilizing AutoML, which makes this technology more accessible for companies without specialized AI departments and staff.