Implementing machine learning in a service desk department based on previous interactions : a study of sentiment analysis and opinion mining

Abstract

This research work revolves around the study of implementing a machine learning system more precisely a Sentiment Analysis or Opinion Mining system in a Service Desk Department at a local IT support organisation in the Malta International Airport. The aim is to gather information from the service desk team itself regarding their opinions and attitude towards such a system as well as the organisations’ and clients’ would be interaction with such a system as a whole. Subsequently it was identified the necessary steps and precautions such organisations might need to take preceding the implantation of a Sentiment Analysis system. Through the case study which consisted of a focus group as well as observation session by the researcher, various Socio Technical Theory mechanisms were researched and studied including the current tools at hand as well as the current relationships between all personnel in the company. Change management was also discussed with the service desk team when the implications of what such a system might bring about was presented and how the work flow will be affected.