Requests classification in the customer service area for software companies using machine learning and natural language processing. - María Ximena Arias-Barahona; Harold Brayan Arteaga-Arteaga; Simon Orozco-Arias; Juan Camilo Flórez-Ruíz; Mario Andrés Valencia-Díaz; Reinel Tabares-Soto (PeerJ Comput. Sci., 2023)