Deep Neural Networks Used for Customer Support Cases Analysis

Artificial intelligence is remarkably popular these days. It can be used to resolve various highly complex tasks in fields such as image processing, sound processing, natural language processing, etc. Red Hat has an extensive database of resolved support cases.Therefore an idea was proposed to use these data for data mining and information retrieval in order to ease a resolution process of the support cases. In this work, various deep neural network models were created for prediction of features which could help during the resolution process. Techniques and models used in this work are described as well as their performance in the specific tasks. Comparison of individual models is outlined as well.


Faculty of Information Technology

Date of Completion




Pluskal Jan


Habrnál Matěj


Marušic Marek