title: Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¼Ð¾Ð´ÐµÐ»Ð¸ ÐºÐ»Ð°ÑÑÐ¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¸ ÑÑÐ°Ð³Ð¼ÐµÐ½ÑÐ¾Ð² ÑÐµÐºÑÑÐ° ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¾Ð¹ Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¸ ÑÐµÑÐ²Ð¸ÑÐ¾Ð² Ñ Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ð¸ÐµÐ¼ Ð¼ÐµÑÐ¾Ð´Ð¾Ð² Ð¼Ð°ÑÐ¸Ð½Ð½Ð¾Ð³Ð¾ Ð¾Ð±ÑÑÐµÐ½Ð¸Ñ
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð±Ð°ÐºÐ°Ð»Ð°Ð²ÑÐ°
titleType: Subtitle
title: Development of a classification model for text fragments of customer support services using machine learning methods
Creators: name: Ð£ÑÑÑÐµÐ½ÐºÐ¾, ÐÐ½Ð´ÑÐµÐ¹
Publisher: name: Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ÑÐºÐ¸Ð¹ Ð¿Ð¾Ð»Ð¸ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÐ½Ð¸Ð²ÐµÑÑÐ¸ÑÐµÑ ÐÐµÑÑÐ° ÐÐµÐ»Ð¸ÐºÐ¾Ð³Ð¾
Year: 2024
Subjects: Ð¼Ð°ÑÐ¸Ð½Ð½Ð¾Ðµ Ð¾Ð±ÑÑÐµÐ½Ð¸Ðµ
ÐºÐ»Ð°ÑÑÐ¸ÑÐ¸ÐºÐ°ÑÐ¸Ñ
ÐµÑÑÐµÑÑÐ²ÐµÐ½Ð½ÑÐ¸Ì ÑÐ·ÑÐº
SVM
FastText
BERT
machine learning
classification
natural language

description: ÐÐ°Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¿Ð¾ÑÐ²ÑÑÐµÐ½Ð° Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ Ð°Ð»Ð³Ð¾ÑÐ¸ÑÐ¼Ð¾Ð² Ð¼Ð°ÑÐ¸Ð½Ð½Ð¾Ð³Ð¾ Ð¾Ð±ÑÑÐµÐ½Ð¸Ñ Ð¸ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐµ Ð¼Ð¾Ð´ÐµÐ»ÐµÐ¹ Ð´Ð»Ñ ÐºÐ»Ð°ÑÑÐ¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¸ ÑÑÐ°Ð³Ð¼ÐµÐ½ÑÐ¾Ð² ÑÐµÐºÑÑÐ° Ð½Ð° ÐµÑÑÐµÑÑÐ²ÐµÐ½Ð½Ð¾Ð¼ ÑÐ·ÑÐºÐµ. ÐÐ±ÑÐµÐºÑÐ¾Ð¼ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ ÑÐ²Ð»ÑÐµÑÑÑ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¼Ð¾Ð´ÐµÐ»Ð¸ Ð¼Ð°ÑÐ¸Ð½Ð½Ð¾Ð³Ð¾ Ð¾Ð±ÑÑÐµÐ½Ð¸Ñ Ð´Ð»Ñ ÐºÐ»Ð°ÑÑÐ¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¸ ÑÐµÐºÑÑÐ¾Ð²ÑÑ ÑÑÐ°Ð³Ð¼ÐµÐ½ÑÐ¾Ð² Ð½Ð° ÐµÑÑÐµÑÑÐ²ÐµÐ½Ð½Ð¾Ð¼ ÑÐ·ÑÐºÐµ. ÐÑÐµÐ´Ð¼ÐµÑÐ¾Ð¼ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ Ð² Ð´Ð°Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÐµ Ð²ÑÑÑÑÐ¿Ð°ÐµÑ Ð°Ð»Ð³Ð¾ÑÐ¸ÑÐ¼ ÐºÐ»Ð°ÑÑÐ¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¸ ÑÐµÐºÑÑÐ¾Ð² Ð½Ð° ÐµÑÑÐµÑÑÐ²ÐµÐ½Ð½Ð¾Ð¼ ÑÐ·ÑÐºÐµ. Ð¦ÐµÐ»ÑÑ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð»ÑÐµÑÑÑ ÑÐ¾Ð·Ð´Ð°Ð½Ð¸Ðµ Ð¼Ð¾Ð´ÐµÐ»Ð¸ Ð¼Ð°ÑÐ¸Ð½Ð½Ð¾Ð³Ð¾ Ð¾Ð±ÑÑÐµÐ½Ð¸Ñ Ð´Ð»Ñ ÐºÐ»Ð°ÑÑÐ¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¸ ÑÐµÐºÑÑÐ¾Ð²ÑÑ ÑÑÐ°Ð³Ð¼ÐµÐ½ÑÐ¾Ð². Ð ÑÐ¾Ð´Ðµ ÑÐ°Ð±Ð¾ÑÑ Ð±ÑÐ»Ð¸ Ð¸Ð·ÑÑÐµÐ½Ñ Ð¾ÑÐ½Ð¾Ð²Ñ Ð¼Ð°ÑÐ¸Ð½Ð½Ð¾Ð³Ð¾ Ð¾Ð±ÑÑÐµÐ½Ð¸Ñ, ÐµÐ³Ð¾ Ð²Ð¸Ð´Ñ Ð¸ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼Ñ ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸. ÐÑÐ¾Ð²ÐµÐ´ÑÐ½ ÑÑÐ°Ð²Ð½Ð¸ÑÐµÐ»ÑÐ½ÑÐ¹ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÑÑÐµÑÑÐ²ÑÑÑÐ¸Ñ Ð°Ð»Ð³Ð¾ÑÐ¸ÑÐ¼Ð¾Ð² Ð¼Ð°ÑÐ¸Ð½Ð½Ð¾Ð³Ð¾ Ð¾Ð±ÑÑÐµÐ½Ð¸Ñ Ð¸ Ð²ÑÐ±ÑÐ°Ð½Ñ Ð½Ð°Ð¸Ð±Ð¾Ð»ÐµÐµ Ð¿Ð¾Ð´ÑÐ¾Ð´ÑÑÐ¸Ðµ Ð´Ð»Ñ Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð¸Ñ Ð¿Ð¾ÑÑÐ°Ð²Ð»ÐµÐ½Ð½Ð¾Ð¹ Ð·Ð°Ð´Ð°ÑÐ¸ â SVM, FastText, BERT. Ð ÑÐ°Ð¼ÐºÐ°Ñ Ð²ÑÐ¿ÑÑÐºÐ½Ð¾Ð¹ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ Ð½Ð° Ð¾ÑÐ½Ð¾Ð²Ðµ Ð¿ÑÐ¾Ð²ÐµÐ´ÑÐ½Ð½Ð¾Ð³Ð¾ Ð°Ð½Ð°Ð»Ð¸Ð·Ð° Ð¸ Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ð¸Ñ Ð°Ð»Ð³Ð¾ÑÐ¸ÑÐ¼Ð¾Ð² Ð¼Ð°ÑÐ¸Ð½Ð½Ð¾Ð³Ð¾ Ð¾Ð±ÑÑÐµÐ½Ð¸Ñ Ð±ÑÐ»Ð¸ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½Ñ Ð´Ð²Ðµ Ð¼Ð¾Ð´ÐµÐ»Ð¸ Ð´Ð»Ñ ÐºÐ»Ð°ÑÑÐ¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¸ ÑÑÐ°Ð³Ð¼ÐµÐ½ÑÐ¾Ð² ÑÐµÐºÑÑÐ° Ð´Ð»Ñ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¾Ð¹ Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¸ ÑÐµÑÐ²Ð¸ÑÐ¾Ð². Ð Ð°Ð±Ð¾ÑÐ° Ð¼Ð¾Ð´ÐµÐ»ÐµÐ¹ Ð±ÑÐ»Ð° Ð¿ÑÐ¾ÑÐµÑÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð° Ð½Ð° ÑÐ°Ð·Ð»Ð¸ÑÐ½ÑÑ Ð´Ð°Ð½Ð½ÑÑ, Ð² ÑÐ¾Ð¼ ÑÐ¸ÑÐ»Ðµ Ð¸ ÑÐµÐ°Ð»ÑÐ½ÑÑ. Ð ÐµÐ·ÑÐ»ÑÑÐ°ÑÑ Ð²ÑÐ¿ÑÑÐºÐ½Ð¾Ð¹ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ Ð¼Ð¾Ð³ÑÑ Ð¸Ð¼ÐµÑÑ ÑÐ¸ÑÐ¾ÐºÐ¸Ð¹ ÑÐ¿ÐµÐºÑÑ Ð¿ÑÐ¸Ð¼ÐµÐ½ÐµÐ½Ð¸Ñ, Ð² ÑÐ¾Ð¼ ÑÐ¸ÑÐ»Ðµ Ð´Ð»Ñ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸ÑÐµÑÐºÐ¾Ð³Ð¾ Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ð¸Ñ ÑÐµÐ¼Ñ Ð¾Ð±ÑÐ°ÑÐµÐ½Ð¸Ñ Ð² Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÑ Ð¸ Ð´Ð°Ð»ÑÐ½ÐµÐ¹ÑÐµÐ³Ð¾ Ð¿ÐµÑÐµÐ½Ð°Ð¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐµÐ³Ð¾ Ð² Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÑÐ½Ð½ÑÐ¹ Ð¾ÑÐ´ÐµÐ».
description: This work is devoted to the study of machine learning algorithms and the development of models for classifying text fragments in natural language. The object of the research is the development of a machine learning model for classifying text fragments in natural language. The subject of research in this work is an algorithm for classifying texts in natural language. The goal of the work is to create a machine learning model for classifying text fragments. During the work, the basics of machine learning, its types and implementation problems were studied. A comparative analysis of existing machine learning algorithms was carried out and the most suitable ones for completing the task were selected - SVM, FastText, BERT. As part of the final qualifying work, based on the analysis and definition of machine learning algorithms, two models were developed for classifying text fragments for customer support services. The performance of the models was tested on various data, including real ones. The results of the final qualifying work can have a wide range of applications, including for automatically determining the topic of a support request and further redirecting it to a specific department.