Klasifikasi Helpdesk Menggunakan Metode Support Vector Machine

Stefanie Hilda Kusumahadi, Hartarto Junaedi, Joan Santoso


The online helpdesk with ticketing system with the help of operators often experiences problems such as inappropriate delegation processes, the duration of the helpdesk waiting time to be delegated, even the helpdesk is missed to be handled. The ticket delegation checked manually by the operator has risks creating an error in delegating helpdesk tickets to inappropriate technicians. The helpdesk classification system is needed so that every incoming helpdesk ticket can be classified to the right technician according to the job description. The incoming Helpdesk is classified into 6 types of requests, namely multimedia, documentation, internet, server, hardware, software and miscellaneous. This helpdesk grouping is needed so that related technicians for each helpdesk can work and help the helpdesk according to their respective job descriptions. The Support Vector Machine method is used to classify text on the helpdesk. The use of Linear and Polynomial kernels produces an accuracy of 78%, the RBF or Gaussian kernel produces the highest accuracy of 81% while the Sigmoid kernel produces the smallest accuracy of 51%. The helpdesk classification results with the Support Vector Machine method can produce quite good accuracy.


Machine Learning; Support Vector Machine; Text Mining

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DOI: http://dx.doi.org/10.30591/jpit.v4i1.1125


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