[AI] Improve AI model for correct RequestType recognition

[AnnaH3003]

User story

1. As a IT support agent
2. I want / need to have a correct RequestType recognition
3. So that the ticket is assigned to the right team

Acceptance criteria

• the AI model used for recognizing the correct RequestType
• afterwards a confusion matrix was created indicating the accuracy of the AI model

Definition of done (DoD)

• Work products are uploaded to the Github repository and merged to the main branch
• If necessary, the bill of materials section of the planning documents is updated
• Code/feature passes suited tests
• Code is peer-reviewed
• Help documentation (README) is updated
• Fits into our architecture, where possible

DoD general criteria

• Feature has been fully implemented
• Feature has been merged into the mainline
• All acceptance criteria were met
• Product owner approved features
• All tests are passing
• Developers agreed to release