A Scalable and High Availability Solution for Recommending Resolutions to Problem Tickets

-- Resolution of i ncidents or problem tickets is a common theme in service industries in any sector, including billing and charging systems in telecom domain. Machine learning can help to identify patterns and suggest resolutions for the problem tickets, based on patterns in the historical data of the tickets . However, this process may be complicated due to a variety of phenomena such as data drift and issues such as missing data, lack of data pertaining to resolutions of past incidents, too many similar sound ing resolutions due to free text and similar sounding text . This paper proposes a robust ML - driven solution employing clustering, supervised learning, and advanced NLP models to tackle these challenges effectively. Building on previous work, w e demonstrate clustering - based resolution identification, supervised classification with LDA, Siamese networks, and One - shot learning, Index embedding . Additionally, we present a real - time dashboard and a highly available Kubernetes - based production deployment. Our experiments with both the open - source Bitext customer - support dataset and proprietary telecom datasets demonstrate high prediction accuracy. The problem of recommend ing resolutions for problem tickets or incidents on the basis of historical data is an important problem for service users, including telecom operators. Typically, service desks have dedicated manual teams that perform triaging of the issues and root cause analysis, and recommending a solution can take several hours end to end. Using machine learning models to recommend resolutions can save significant time and manpower of the operators by recommending solutions based on historical i ncident data. However, real - world application involves addressing several practical challenges: Diverse ticketing formats across service desks.