bert-it-issue

BERT for IT Support Ticket Classification

A fine-tuned BERT model for classifying IT-related support tickets into predefined categories.

Model Details

• Model Name: bert-it-issue
• Author: SalomonMetre13
• Architecture: BERT-based model fine-tuned for IT support ticket classification
• Task: Text Classification (text-classification)
• Dataset: Processed IT support tickets dataset (all_tickets_processed_improved_v3.csv)
• Labels:
  • 0: Hardware
  • 1: Access
  • 2: Miscellaneous
  • 3: HR Support
  • 4: Purchase
  • 5: Administrative rights
  • 6: Storage
  • 7: Internal Project

Usage

You can use this model for automatically classifying IT support requests based on their content.

Example Usage with Transformers (Python)

from transformers import pipeline

classifier = pipeline("text-classification", model="SalomonMetre13/bert-it-issue")

text = "I need a new laptop because mine stopped working."
prediction = classifier(text)

print(prediction)  # [{'label': 'Hardware', 'score': 0.97}]

Using Hugging Face API (cURL)

curl -X POST "https://api-inference.huggingface.co/models/SalomonMetre13/bert-it-issue" \
     -H "Authorization: Bearer YOUR_HF_API_TOKEN" \
     -H "Content-Type: application/json" \
     -d '{"inputs": "I need access to my email account."}'

Performance

The model was trained and evaluated on a dataset of categorized IT support tickets, achieving high accuracy on validation and test sets.

Applications

• Automated IT ticket classification
• Helpdesk support systems
• Chatbot integration for IT requests

Limitations

• May misclassify ambiguous requests.
• Performance depends on how well the training data represents real-world IT tickets.
• Doesn't handle multi-label classification (only assigns one category per ticket).

Contributions & Feedback

Feel free to contribute by fine-tuning, reporting issues, or suggesting improvements! 🚀

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