This project describes a suggested prototype to carry out the automatic classification of requests from a Port Help Desk. It intents to ascertain if the implementation of this framework is viable for this sector. For this purpose different models were employed, such as SVM, Decision Tree, Random Forest, LSTM, BERT and a SVM hierarchical model. To verify their efficiency these models were evaluated using Precision, Recall and F1-Score metrics. We obtained F1-Scores of 94.36% and 92.48% when classifying the request's category and group respectively. A F1-Score of 93.41% while using a SVM model for category classification when employing a hierarchical classification architecture.

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Help desk,NLP,Request classification,Machine learning

• Ciências da Computação e da Informação - Ciências Naturais
• Engenharia Eletrotécnica, Eletrónica e Informática - Engenharia e Tecnologia