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Content Strategy

Portfolio sample. Demonstrates data-driven technical content strategy, NLP support ticket classification, root-cause gap identification, and documentation ROI measurement across 17,500 enterprise customer support interactions.

Support Ticket Deflection & Knowledge Gap Analysis

Executive Summary: Natural language processing (NLP) analysis of 17,500 enterprise customer support tickets identified 20 systematic documentation gaps driving repeat tier-1 support contacts. Implementing targeted diagnostic and configuration guides resulted in an estimated annual savings of 875+ support engineering hours.

1. Ticket Classification & Clustering

Topic Cluster	Volume	% Total	Primary Root Cause	Targeted Documentation Deliverable
Case Queue Routing	4,210	24.1%	Misconfigured assignment rules.	Cases Stuck in Queue: 6-Step Troubleshooting Guide
Document Intake OCR	3,150	18.0%	Unclear confidence threshold settings.	AI-Assisted Document Intake: Setup & Configuration Manual
EDI Level 5 SNIP Edits	2,840	16.2%	Lack of mapping for cache codes.	Encounter Processing Engine: Cache Code Sets Reference