Support Ticket Categorization with NLP and Transformers

Posted on 2025-09-2025

Tags: Python, HuggingFace, Transformers, Mistral 7B, NLP, Text Classification, LLMs

Problem:

A fictional support team needed an automated system to classify incoming support tickets by topic and urgency to reduce manual triage and improve response times. The goal was to deploy an NLP model that could intelligently label tickets and optionally generate smart summaries or suggested responses.

Approach:

• Preprocessed ticket text for language modeling (cleaning, lowercasing, removing stopwords, etc.)
• Used the Mistral 7B large language model via HuggingFace to fine-tune a multi-class classification head
• Built a Python pipeline to:
  • Accept raw ticket data
  • Classify each ticket into a category (e.g., billing, tech issue, general inquiry)
  • Store classified results in a structured format for downstream automation
• Integrated the model into a backend process with optional summarization for agent handoff

Outcome:

• Successfully classified support tickets by category with high accuracy
• Reduced time needed for manual triage, enabling faster routing to the correct department
• Demonstrated potential to scale into a live workflow using fine-tuned LLMs for NLP ops

Repo: GitHub - Support Ticket NLP Classifier
Demo: (Add CLI or web app interface link if available)