Telefónica – Text Mining in Business Process Documentation

I developed a tool to identify, through text mining, tickets in a ticketing system at Telefónica which need to be brought to the attention of management.

This project was based on data collected by Telefónica Germany, Germany’s largest mobile network operator, within their network operations ticketing system.

Using techniques from statistical natural language processing, I created a model to predict, based on the text content of a ticket, whether or not it is likely to take a long time to resolve.

The final deliverable was an alerting system that was able to automatically send e-mails to managers when business processes fail to run smoothly or otherwise need attention.