HelpTech: Elevating School Operations with Automatic Ticket Categorization through Natural Language Processing

Providing support is one thing, generating an automatic ticket category based purely on the textual data provided is another. This study is working towards encouraging the educational landscape to start integrating AI in further enhancing the way students learn and the way teachers are giving their lessons. The focus of this study is to use the subset of AI that concentrates on making machines understand how humans talk which is known as NLP. By using several Python libraries, 3 text classification algorithms – namely SVM, Naïve Bayes, and logistic regression were used to train the previously collected dataset and choose the model that will be integrated to the web-based helpdesk system called HelpTech. With the help of the model, the system instantly categorizes the issue submitted by the end users resulting to an easier way to use the educational tools available which assist the stakeholders in developing their digital literacy.