Developer Builds AI System to Auto-Route Support Tickets and Flag SLA Breaches

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Software developer Ganesh Basani has built an AI-powered customer support ticket routing system using Python and machine learning. The system automatically categorizes incoming support tickets and estimates the probability of Service Level Agreement breaches. It uses a machine learning model trained on preprocessed ticket data and presents results through a Flask web application via a REST API. Basani noted that the project strengthened his skills in data preprocessing, machine learning workflows, and software development. Future enhancements to the system are planned to include integration with Large Language Models.

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