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Ticket assignment/dispatch is a crucial part of service delivery business with lot of scope for automation and optimization. In this paper, we present an end-to-end automated helpdesk email ticket assignment system, which is also offered as a service. The objective of the system is to determine the nature of the problem mentioned in an incoming email ticket and then automatically dispatch it to an appropriate resolver group (or team) for resolution.

Cognitive System to Achieve Human-Level Accuracy in Automated Assignment of Helpdesk Email Tickets