Analysis and safety engineering of fuzzy string matching algorithms

In this paper we explore fuzzy string matching in an automatic ticket classification and processing system. We compare performance of the following string similarity algorithms: Longest Common Subsequence (LCS), Dice coefficient, Cosine Similarity, Levenshtein (edit) distance and Damerau distance. Through optimisation, we accomplished a 15% improvement in the ratio of false positives to true positive classifications over the existing approach used by a customer support system for free customers. To introduce greater safety; we compliment fuzzy string matching algorithms with a second layer Convolutional Neural Network (CNN) binary classifier, achieving an improved keyword classification ratio for two ticket categories by a relative 69% and 78%. Such an approach allows for classification to only be applied where a desired level of safety achieved, such as in instances where automated answers. (C) 2020 ISA. Published by Elsevier Ltd. All rights reserved.