Customer Support Ticket Categorization and Prioritization Using Natural Language Processing

C S Kanimozhi Selvi, S Jyothi Shri, R. Prasshanthini, Neelamegan, R Sanjay

2025

Abstract

Efficient and effective customer service relies heavily on the systematic management of customer support tickets. This paper presents an Natural Language Processing (NLP) - driven system designed to automate the categorization and prioritization of customer support tickets, significantly enhancing service efficiency. The system analyzes ticket content using machine learning models and deep learning models for both categorization and prioritization tasks. Categorization is achieved using Topic Modeling (NMF) to identify department-specific categories, while ticket priority levels are determined by extracting urgency and impact keywords. By leveraging these techniques, the system streamlines ticket handling, reduces manual intervention, and optimizes resource allocation. Experimental results demonstrate high accuracy, scalability, and improved operational efficiency, ultimately enhancing customer satisfaction.

Paper Citation

in Harvard Style

Selvi C., Shri S., Prasshanthini R., Neelamegan. and Sanjay R. (2025). Customer Support Ticket Categorization and Prioritization Using Natural Language Processing. In Proceedings of the 3rd International Conference on Futuristic Technology - Volume 3: INCOFT; ISBN 978-989-758-763-4, SciTePress, pages 690-698. DOI: 10.5220/0013640400004664

in Bibtex Style

@conference{incoft25,
author={C S Kanimozhi Selvi and S Jyothi Shri and R. Prasshanthini and Neelamegan and R Sanjay},
title={Customer Support Ticket Categorization and Prioritization Using Natural Language Processing},
booktitle={Proceedings of the 3rd International Conference on Futuristic Technology - Volume 3: INCOFT},
year={2025},
pages={690-698},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0013640400004664},
isbn={978-989-758-763-4},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 3rd International Conference on Futuristic Technology - Volume 3: INCOFT
TI - Customer Support Ticket Categorization and Prioritization Using Natural Language Processing
SN - 978-989-758-763-4
AU - Selvi C.
AU - Shri S.
AU - Prasshanthini R.
AU - Neelamegan.
AU - Sanjay R.
PY - 2025
SP - 690
EP - 698
DO - 10.5220/0013640400004664
PB - SciTePress