About Coveo Machine Learning Case Classification (CC)

example of case classification

When you choose to generate case classification suggestions based on context recognition, you must configure a Coveo ML CC model to render classification suggestions for cases. Coveo ML CC models learn from support cases that have been correctly classified to provide classification suggestions for cases that haven’t yet been classified.

While the Case Similarity approach excels with support cases that contain very little text (8 words or less), the Context Recognition approach is more effective when dealing with larger support cases.

To achieve this, Coveo ML CC leverages natural language processing (NLP) techniques and a deep learning algorithm to process and understand the text appearing in support cases. It takes into account common vocabulary, contextual nuances, and key concepts used in case descriptions to suggest classifications that are related to the case that’s being filled by the end user.

For instructions on how to configure a Coveo ML CC model, see Create and Manage a Case Classification Model.

EXAMPLE

On your support website, users can contact your support team by filling a support case. Under the hood, your Contact Support form contains a Case Classification feature that’s been configured to provide suggestions based on context recognition, which means that the feature is powered by a Coveo ML CC model.

A user accesses your support website to fill a support case and enters the following information:

  • Case Subject: Speedbit watch connection problem

  • Case Description: My Speedbit watch doesn’t connect with my smartphone.

Since the model has previously learned from the terms and classifications used by other users when filling their support cases, the model suggests the following classifications to the current user:

  • For the @producttype field: Speedbit, Watch

  • For the @issuetype field: Connection, Bluetooth

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