An Explainable Deep Ensemble Framework for Intelligent Ticket Management

Pushing intelligence and integrating explainable tools in the new generation of ticket-management systems is cru-cial for supporting customer-support activities. To this aim, we defined a comprehensive ticket-classification frame-work, which integrates deep ensemble methods and AI -based interpretation techniques to help both the operator identify misclassification errors and the analyst improve the model. Tests on real data demonstrate the quality of the predictions returned by the framework and the practi-cal value of their associated explanations.