A Hybrid Continual Learning Approach for Efficient Hierarchical Classification of IT Support Tickets in the Presence of Class Overlap
Bibliographic record
Abstract
A support ticket describes an issue faced by a system's end-users when they encounter issues with their system. For large-scale IT corpora with hundreds of classes organized in a hierarchy, the task of classifying support tickets is vital to guarantee long-term clients. Due to the complexity of the unstructured nature of human language, text classification is challenging. The task is even harder when classes overlap. In the business world, an efficient and interpretable ML model is preferred over an expensive black-box model. In this paper, we propose a Hybrid Online Offline Model (HOOM) for efficient classification of hierarchical text documents using linear ML models. The experimental results on a private dataset of IT support tickets show that the hybrid model (HOOM) exhibits a promising performance if deployed in a real-world scenario. Furthermore, the hybrid model is anticipated to have a fast inference time given the underlying linear classifiers.
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How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.002 | 0.004 |
| Meta-epidemiology (narrow) | 0.001 | 0.000 |
| Meta-epidemiology (broad) | 0.001 | 0.001 |
| Bibliometrics | 0.001 | 0.002 |
| Science and technology studies | 0.001 | 0.001 |
| Scholarly communication | 0.002 | 0.003 |
| Open science | 0.003 | 0.002 |
| Research integrity | 0.001 | 0.002 |
| Insufficient payload (model declined to judge) | 0.002 | 0.001 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".