Patent attributes
Users have to assign labels to a ticket to route to right domain expert for resolving issue(s). In practice, labels are large and organized in form of a tree. Lack in clarity in problem description has resulted in inconsistent and incorrect labeling of data, making it hard for one to learn/interpret. Embodiments of the present disclosure provide systems and methods that identify relevant queries to obtain user response, for identification of right category and ticket logging there. This is achieved by implementing attention based sequence to sequence (seq2seq) hierarchical classification model to assign the hierarchical categories to tickets, followed by a slot filling model to enable identifying/deciding right set of queries, if the top-k model predictions are not consistent. Further, training data for slot filling model is automatically generated based on attention weight in the hierarchical classification model.
