Automatic Q.A-Pair Generation for Incident Tickets Handling: An Application of NLP

Abstract

Chatbots answer customer questions by mostly manually crafted Question Answer (Q.A.)-pairs. If organizations process vast numbers of questions, manual Q.A. pair generation and maintenance become very ex-pensive and complicated. To reduce cost and increase efficiency, in this study, we propose a low threshold QA-pair generation system that can automatically identify unique problems and their solutions from a large incident ticket dataset of an I.T. Shared Service Center. The system has four components: categorical clustering for structuring the semantic meaning of ticket information, intent identification, action recommendation, and reinforcement learning. For categorical clustering, we use a Latent Semantic Indexing (LSI) algorithm, and for the intent identification, we apply the Latent Dirichlet Allocation (LDA), both Natural Language Processing techniques. The actions are cleaned and clustered and resulting Q.A. pairs are stored in a knowledge base with reinforcement learning capabilities. The system can produce Q.A. pairs from which about 55% are useful and correct. This percentage is likely to in-crease significantly with feedback in its usage stage. By this study, we contribute to a further understanding of the development of automatic service processes.