Task 5: Auto Tagging Support Tickets Using LLM

Objective

Build an intelligent support ticket classification system using Large Language Models (LLMs) with prompt engineering, comparing zero-shot vs few-shot learning approaches.

Dataset

Synthetic Support Tickets (20 samples for demonstration)

Categories:

• Billing (payment issues, refunds, charges)
• Technical (bugs, crashes, errors)
• Account (login, password, settings)
• Shipping (delivery, tracking, damaged items)
• Feature Request (new features, integrations)
• Inquiry (general questions, information)
• Security (suspicious activity, 2FA)
• Urgent (immediate attention needed)

🛠️ Technologies Used

Technology	Purpose	Free Tier
Python 3.8+	Programming	✅
pandas/numpy	Data processing	✅
Google Gemini	LLM API (recommended)	✅ 60 req/min

🚀 How to Run

Prerequisites

# Base packages
pip install pandas numpy scikit-learn


pip install google-generativeai  # For Gemini

Output Files

• results.csv - All predictions
• metrics.json - Performance metrics