Faculty Advisor

Claypool, Mark L.

Project Center

Silicon Valley, California


Juniper Networks is a company selling networking hardware and software. When a customer needs assistance with a product, a customer support case is opened. The case can go through many stages before being resolved. The route a case takes to get to the resolver is currently human-controlled. This project aimed to assist case routing through the use of machine learning. We developed a system that can use a pipeline of data including previously resolved cases to model the relationship between a case and the engineer responsible for solving the problem. We used a deep learning neural network to create a system that could predict both the resolving group and engineer achieving up to 96% accuracy when predicting the 10 most likely groups, and 42% when predicting the 10 most likely engineers.


Worcester Polytechnic Institute

Date Accepted

March 2017


Computer Science

Project Type

Major Qualifying Project



Advisor Department

Computer Science