## 2 Problems of Event Classification in Industry
### Currently Used Solutions  
The scale of this phenomenon, due to the collection of a huge amount of text data, is very large. It is also worth considering how companies handle individual events and what the process is from the submission of an application, complaint or question by the client to the reaction of the company and formulation of the answer.  
The first and probably the most important step in handling an event is classifying it to the appropriate type or category, deciding what the report is about and who should handle it. What, then, are the most popular models of event classification functioning in modern corporations? The most popular models of solving the event-classification problem that are used in modern enterprises are presented in Figure 1.  
In the model of the classification of events as an employee's role, the responsibility for classifying an event lies with the company, more specifically with its employees. In this model, the customer informs the head office of the company's customer service office about  
Figure 1: The most popular models of solving the event-classification problem.  
his event by using a clearly defined communication path through the organization (phone call, email, etc.). Then, a customer service employee analyzes the request and, sometimes consulting with colleagues, decides which branch or department of the company should deal with the specific request. Then, things can go in two ways:  
* The customer is informed by the company's employee about where he should go with his case. He receives specific instructions and contact details for the selected unit, e.g., a phone number or email address.
* A customer service employee transfers the case to specialists from the appropriate department who will deal with the application and then contact the supplicant themselves.  
This model is by far the most popular solution that has dominated the market in various forms.  
The model of the classification of events as the role of the client assumes that the responsibility for classifying the event is shifted to the client. While looking for the company's contact details, the client comes across information whereby the only way to report their case is to fill out a form on the website. One of the fields in the form, right after the event description, is the mandatory selection of the problem category from the drop-down list. To submit an application, the customer must choose one of the categories. After selecting it, for many solutions of this type, a new form element appears with another mandatory item, forcing the client to select a subcategory, i.e., make another classification.  
Then, the form completed by the customer is sent to the appropriate department of the company that handles events from the category selected by the customer. If the event has been correctly classified by the applicant, the employees of this department analyze the report in order to contact him later. Otherwise, it is the responsibility of the company unit to which the specific incident occurred to redirect the case to the appropriate place.  
This solution is often chosen by smaller enterprises that cannot afford to maintain additional employees forming the customer service office. In this model, the event path is theoretically shorter than in the first model; in practice, due to the customer's ignorance, the effect may be completely opposite.  
In addition to the two most popular models of solving the problem of event classification, there are also others, such as:  
* Classification of events as the role of an external company--involves hiring an external company that performs the function of a customer service office and is responsible for classifying events and their delegation to the appropriate place.
* Resignation from dividing events into categories--a solution designed for smaller companies, for which it is possible to form an expert unit that handles all or a significant majority of events.