Hierarchical Classification

Multi-level ticket classification using hierarchical routing.

Hierarchical Flow

flowchart TD
    A[Ticket Input] --> B[Level 1: Category]
    B --> C{Network Issue?}
    B --> D{Billing Issue?}
    B --> E{Technical Issue?}

    C -->|Yes| F[Level 2: Sub-category]
    F --> G[ISP Code Assignment]

    D --> H[Route to Billing Dept]
    E --> I[Route to Tech Support]

    style F fill:#e1f5fe
    style G fill:#c8e6c9

Classification Levels

Level 1 - Category Detection

• Network issues
• Billing concerns
• Technical support
• General inquiries

Level 2 - Sub-category

• Connection problems
• Speed issues
• Equipment failure
• Payment processing

Level 3 - Specific Code

• ISP-001: ONT issue
• ISP-002: Router problem
• ISP-003: Cable damage

Implementation

def hierarchical_classify(ticket):
    # Level 1
    category = detect_category(ticket)

    # Level 2
    subcategory = detect_subcategory(ticket, category)

    # Level 3
    code = assign_isp_code(ticket, category, subcategory)

    return {"category": category, "subcategory": subcategory, "code": code}