Claypool, Mark L.
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
Major Qualifying Project
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