## 2 Problems of Event Classification in Industry
### Disadvantages of Currently Used Solutions  
The presented-above currently used models of solutions have numerous disadvantages, such as follows:  
* _Additional costs._ In the first described model, the responsibility for classifying the event rests with the company. Depending on the structure and size of the company, selected employees must devote part of their time to analyzing and categorizing reports (in the case of smaller companies) or the company may separate a unit or employ several employees whose sole or main task will be to classify new incidents into appropriate \"drawers\" and directing them to the right place (this solution is most often implemented in larger companies). In the first case, employees assigned to the role of a case analyzer lose the time they could spend on their main tasks. In the second case, the company has to fund extra jobs for the people responsible for this process. The conclusion is as follows: the employer will not avoid additional costs because both possibilities generate costs.  
* _Customer dissatisfaction_. While the second model of the solution, which assumes that the customer is responsible for classifying his problem, request or inquiry, does not force the company to allocate funds to maintain specialists dealing with the categorization of requests, it has weaknesses of a different kind. In this model, the client is forced to specify the type of event he describes. It happens relatively often that the client does not understand what is hidden under the names of the categories, from which he has to choose the right one. As a result, reports go to the wrong sector of the company, whose employees are forced to analyze them and send them to the right place.
* _Communication problems_. The above-mentioned solution models cause many potential interpersonal communication problems. Both communication with an external company that performs the tasks of the customer service office and communication between employees of the company can cause a number of misunderstandings, which translate into longer time taken to handle the event.
* _Human Errors_. The company employee who deals with the classification of applications is only a human being, often guided by his own emotions, susceptible to fatigue and external factors. Even the best and most experienced employees make mistakes when categorizing events that result from human nature and are often unavoidable.  
The currently used solutions have many shortcomings. At this point, the question arises: how to automate the classification process so that it does not imply the need for additional hands or nerves and customer dissatisfaction? The answer may be a system that will automatically classify events based on data archived by the company, containing a list of past events with the corresponding category.  
The first solution that offers the possibility of the automatic classification of events has appeared on the market. An example of a system whose manufacturers boast of such operation is the Freshdesk [3] application. Unfortunately, the company Freshworks, which is the contractor of the system, does not provide information about the effectiveness of the built-in classification mechanism, nor about the methods and algorithms used for this purpose.