Smart solutions recommendations in an IT ticketing system
Description changed:
Welcome to the next virtual event from PyData Edinburgh!
As always, this will last an hour, and we'll have a main talk plus a Q&A session at the end. The session starts at 18:30, use the Zoom link which will be provided in the registration email once you RSVP.
As always, let us know if you would like to give a talk in the future, whether a main or a lightning one, we're always looking out for speakers (as you know!). We've got some more volunteers for lightning talk, so if we get a couple more we'll be able to run an evening with just lightning talks, which would be great.
Tonight we're delighted to welcome a speaker from one of our sponsors, thugh there's been a name change there!
MAIN TALK: Smart solutions recommendations in an IT ticketing system
=====================================================================
First line support in large organisations requires significant human resources to deliver fast, on-demand response to customer incidents. In order to reduce ticket inflow, companies rely on knowledge bases, either browsable by the customer or used as a backend for chatbots. We will discuss some of our attempts at providing smart knowledge base solution identification at N-able, as well as the opposite problem: generating knowledge base articles from solved helpdesk tickets.
About
Catalina Hallett is a data science technical lead at N-able, where she works in developing machine learning solutions that enhance N-able products and help us better understand and support our customer base. Her main area of expertise is NLP and she has previously worked in AI for credit risk applications and predictive text modelling.
LOGISTICS
===========
1825: Zoom Waiting room will open
1830: Meetup will start - welcome & community announcements followed by our main speaker, and then Q&A
We'll aim to be finished by 1930
REMOTE MEETINGS
===================
Please remember the Code of Conduct applies to a remote meeting as well.
When you join the meeting, your microphone will be muted, and your camera switched on, we miss you all, it's nice to see you! Once the talk starts, feel free to switch your camera off.
We'll use the chat channel in Zoom to deal with any issues, and we'll advise on how we will run the Q&A at the start of the session.
SPONSORS
=============================
While we might not be making such full use of our sponsors as we normally do, we still appreciate all they do for us to allow us to run this group - so thanks to Cathcart Associates, Wood Mackenzie, Solarwinds, Lloyds Banking, Canon Medical and Effini.
CODE OF CONDUCT
====================
Though virtual, our Code of Conduct still applies to all attendees, organisers and speakers. Please take the time to read through if you haven't before, we really appreciate your help to maintain a welcoming and friendly PyData community.
The PyData Code of Conduct (https://pydata.org/code-of-conduct/) governs this meetup. To discuss any issues or concerns relating to the code of conduct or the behavior of anyone at a PyData meetup, please contact the local group organizers (message us on the meetup page). Please also submit a report of any potential Code of Conduct violation directly to NumFOCUS using the link found at https://numfocus.org/code-of-conduct.
