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README  view on Meta::CPAN

customer support businesses to record requests for service,
product complaints, user feedback, and so on.

Identifying old tickets similar to a new ticket is made
challenging by the fact that folks who submit tickets often
write them quickly and informally.  The informal style of
writing means that different people may use different
colloquial terms to describe the same thing. And the
quickness associated with their submission causes the
tickets to frequently contain spelling and other errors such
as conjoined words, fragmentation of long words, and so on.
This module is an attempt at dealing with these challenges.
That different people may use different words for the same
thing is dealt with by using WordNet to expand the tickets
with synonyms in order to ground the tickets in a common
vocabulary.

This module requires the following three modules:

    Spreadsheet::ParseExcel                                                             
    Spreadsheet::XLSX                                                                   

lib/Algorithm/TicketClusterer.pm  view on Meta::CPAN

service centers and helpdesks.  So if it were possible to quickly identify
the previously processed tickets that are most similar to a new ticket, one
could think of constructing semi-automated (or, perhaps, even fully
automated) ticket routers.

Identifying old tickets similar to a new ticket is made challenging by the
fact that folks who submit tickets often write them quickly and informally.
The informal style of writing means that different people may use different
colloquial terms to describe the same thing. And the quickness associated
with their submission causes the tickets to frequently contain spelling and
other errors such as conjoined words, fragmentation of long words, and so
on.

This module is an attempt at dealing with these challenges.

The problem of different people using different words to describe the same
thing is taken care of by using WordNet to add to each ticket a designated
number of synonyms for each word in the ticket.  The idea is that after all
the tickets are expanded in this manner, they would become grounded in a
common vocabulary. The synonym expansion of a ticket takes place only after
the negated phrases (that is, the words preceded by 'no' or 'not') are