Automation of support service using Natural Language Processing : - Automation of errands tagging

Abstract: In this paper, Natural Language Processing and classification algorithms were used to create a program that automatically can tag different errands that are connected to Fortnox (an IT company based in Växjö) support service. Controlled experiments were conducted to find the best classification algorithm together with different Bag-of-Word pre-processing algorithms to find what was best suited for this problem. All data were provided by Fortnox and were manually labeled with tags connected to it as training and test data. The result of the final algorithm was 69.15% correctly/accurately predicted errands using all original data. When looking at the data that were incorrectly predicted a pattern was noticed where many errands have identical text attached to them. By removing the majority of these errands, the result was increased to 94.08%.