Faculty Advisor

Claypool, Mark L.

Center

Silicon Valley, California

Abstract

Juniper Networks is an American company selling networking hardware and software. When a customer needs assistance with a product, a customer support case is opened. 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 uses 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 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. We built a web application for future demonstration of this system.

Publisher

Worcester Polytechnic Institute

Date Accepted

April 2017

Major

Computer Science

Major

Mathematical Sciences

Project Type

Major Qualifying Project

Accessibility

Unrestricted

Advisor Department

Computer Science

Project Center

Silicon Valley, California

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