AAI_2025_Capstone_Chronicles_Combined

‭ResolveAI‬

‭Here (Fig. 3), we compare ticket types (Incident, Request, Problem, Change) with‬ ‭specific priority levels. The darkest cell in the “Incident” row and “high” column reflects that‬ ‭these tickets are often emergency or immediately impactful, while “Requests” largely cluster‬ ‭under medium priority, covering more routine or general inquiries. “Problems”, however, appear‬ ‭across the spectrum of priorities, indicating that not all issues labeled as problems are necessarily‬ ‭urgent; many can be moderate or investigative in nature. These insights highlight a strong‬ ‭relationship between ticket type and urgency, indicating that type can be a valuable predictive‬ ‭feature for automated ticket-priority models.‬

‭This word cloud (Fig. 4) shows that “remains unresolved”, “unauthorized access”, and‬ ‭“digital marketing” are among the most prominent phrases for high-priority tickets. It suggests a‬ ‭mix of security concerns (e.g., “unauthorized access”, “security measures”) and‬ ‭business-oriented topics (e.g., “brand growth”, “digital marketing”) within urgent requests.‬

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