Data & Intelligence · Model card
Model card: support ticket classifier
A filled-in model card for a fine-tuned text classifier, showing what to document: data, evaluation, limits and who owns it.
N
Ngozi Adeyemi
Sample
19 Oct 2026
Machine Learning
PyTorch
Model
DistilBERT fine-tuned to route support tickets into 7 queues.
Intended use
Suggests a queue to a human agent. Not for auto-closing tickets.
Training data
48,000 tickets from 2024–2025, English only, personal data removed before labelling.
Evaluation
| Metric | Value |
|---|---|
| Macro F1 | 0.87 |
| Worst class (Refunds) F1 | 0.74 |
| Calibration (ECE) | 0.04 |
Known limits
- Weak on tickets mixing two problems.
- Not evaluated on French or Swahili tickets.
Owner and review
Data Science team; re-evaluated every quarter or after any routing change.