https://github.com/devanshsahu47/callmate-ai-ticket-system
AI-powered Django ticket management system with automated categorization, sentiment analysis, and dynamic priority scoring for faster, smarter customer support.
https://github.com/devanshsahu47/callmate-ai-ticket-system
Last synced: 11 months ago
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AI-powered Django ticket management system with automated categorization, sentiment analysis, and dynamic priority scoring for faster, smarter customer support.
- Host: GitHub
- URL: https://github.com/devanshsahu47/callmate-ai-ticket-system
- Owner: devanshsahu47
- License: mit
- Created: 2025-08-11T08:43:08.000Z (11 months ago)
- Default Branch: main
- Last Pushed: 2025-08-11T09:07:08.000Z (11 months ago)
- Last Synced: 2025-08-11T10:30:50.936Z (11 months ago)
- Language: Python
- Size: 12.7 KB
- Stars: 0
- Watchers: 0
- Forks: 0
- Open Issues: 0
-
Metadata Files:
- Readme: README.md
- License: LICENSE
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README
# 🤖 CallMate – AI-Powered Ticket Management System
> **AI-driven customer support solution** that automates ticket categorization, sentiment analysis, and priority handling for faster response times and improved customer satisfaction.
---
## 📌 Table of Contents
1. [Overview](#-overview)
2. [Core Features](#-core-features)
3. [Tech Stack](#-tech-stack)
4. [Project Structure](#-project-structure)
5. [Getting Started](#-getting-started)
6. [Future Enhancements](#-future-enhancements)
---
## 📖 Overview
CallMate is a **Django-based ticket management platform** enhanced with **Machine Learning** and **NLP**.
It automatically categorizes incoming tickets, analyzes sentiment, and prioritizes issues to ensure the **most urgent cases are resolved first**.
---
## 🚀 Core Features
- **Automated Categorization** – Classifies tickets into *Billing*, *Technical*, *General*, *Complaint*.
- **Sentiment Analysis** – Uses **NLTK’s VADER** to detect tone (*Positive*, *Negative*, *Neutral*).
- **Dynamic Priority Scoring** – Combines urgency level & sentiment score for ranking.
- **Prioritized Dashboard** – Sorted ticket list for instant access to critical issues.
- **One-Click Agent Assignment** – Bulk-assign tickets to agents by category.
- **Responsive UI** – Built with **Bootstrap 5** for a seamless experience.
---
## 🛠Tech Stack
**Backend:** Django
**Frontend:** HTML, Bootstrap 5, Django Templates
**Database:** SQLite 3
**ML & NLP:** Scikit-learn, NLTK (VADER), Joblib
**Language:** Python
---
## 🛠5. How to Run the Project
Since the project is not deployed, you can run it locally by following these steps:
---
### **Step 1 – Clone the Repository**
```bash
git clone
cd callmate-project
```
### **Step 2 – Set Up a Virtual Environment**
# For macOS/Linux
```bash
python3 -m venv venv
source venv/bin/activate
```
# For Windows
```bash
python -m venv venv
.\venv\Scripts\activate
```
### **Step 3 – Install Required Packages**
```bash
pip install -r requirements.txt
```
### **Step 4 – Train the Machine Learning Model**
```bash
python tickets/train_model.py
```
### **Step 5 – Run Database Migrations**
```bash
python manage.py migrate
```
### **Step 6 – Start the Development Server**
```bash
python manage.py runserver
```
---
## 🚀 Future Enhancements
- **User Authentication** – Add secure login for customers and agents to enable personalized access and role-based features.
- **Real-time Updates** – Implement Django Channels or integrate React/Vue for live dashboard refresh when new tickets arrive.
- **Advanced Analytics** – Build a dedicated analytics dashboard to track KPIs like category distribution, resolution time, and agent performance.
- **Email Notifications** – Send automated emails to customers when a ticket is submitted and to agents when assigned.
- **Enhanced ML Model** – Retrain using a larger, more diverse dataset for higher accuracy and broader category prediction.
- **Database Upgrade** – Switch from SQLite to PostgreSQL for better scalability and production readiness.