Can AI automatically identify repeated questions and categorize them?

Yes, AI can automatically identify repeated questions and categorize them effectively. This capability is primarily enabled by advanced Natural Language Processing (NLP) and Machine Learning (ML) techniques.

Key to this is semantic similarity analysis, where AI models convert questions into numerical vectors (embeddings) and calculate their similarity, allowing detection of rephrased but identical intents. Classification algorithms, trained on labeled data, then assign questions to predefined categories based on their semantic content. Essential for success are sufficient high-quality training data covering diverse phrasings, defining clear categories, and ongoing model tuning to maintain accuracy and handle domain-specific language nuances.

This AI capability significantly enhances efficiency in customer support and knowledge management. It automates ticket routing, reduces response time by surfacing existing answers, and organizes information bases by grouping similar inquiries. This streamlines operations, improves consistency, and allows human agents to focus on complex issues.