Episode Details

This story was originally published on HackerNoon at: https://hackernoon.com/guide-to-support-ticket-classification-using-ai-automation-tools.
Classify support tickets with Claude and Python: dedupe rows, group requests, cache answers, and flag low-confidence tickets for human review.
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This tutorial builds a Python script that classifies support tickets with Claude. The script reads a CSV, drops duplicate ticket IDs, and groups the remaining descriptions into batches of 20. It caches each answer by sentence, so 2,000 tickets with only 21 unique complaints cost 21 API calls, not 2,000. Claude sorts each ticket into one of five categories and returns a confidence score. Anything below 0.9 confidence score lands in a "Needs Review" column for a human to check. The final version adds command-line arguments, chunked reading for large files, and duplicate detection across chunks.