We have a process where a call is raised in the system based on the service request queries. The service request comes in as a free text. Reading that text (free text- user can enter anything)the person decides which type of request it is and what queue should it go to. Do we have any off the shelf ML algorithm that we can use to study last few years’ data and assign the call to the correct category and also self learn from mistakes.
I am very new to the ML. Can anyone please advise me here