ABSTRACT The widespread usage of the internet has made email an indispensable tool for communication within organizations. Today, email is used by support centers as one of the mediums for providing solutions to the daily internal problems’ organizationsface. An example is the Ashesi Support Center which is the hub for solutions for all problems and questions relating to IT, facilities, logistics, and other issues on the Ashesi University campus. In dealing with problems, the Ashesi support center classifies emails as either an IT related issue or an operations related issue. However, the support center does not have a way to automatically classify the emails. Hence, a support personnel manually sifts through the emails to group them. This can be a cumbersome process considering the support center receives over 40 emails daily during peak periods. Harnessing the power of machine learning, a classification model is built to automatically group emails the Ashesi support center receives.
