How does request grouping work and why is it a complex task?

Grouping of inquiries is the process of combining similar or related requests/claims from users into one group for easier analysis and processing.

Why is it challenging:

• Variety of formulations: users may describe the same problem in different words.
• Ambiguity: similar inquiries may have different causes.
• Volume of data: a large number of inquiries requires automation, which is difficult to implement with high accuracy.
• Context: it is important to consider the context and additional data (time, product, region).

To address these challenges, methods such as NLP, clustering, and machine learning are often used, but there is always a balance between accuracy and implementation complexity.