System and method for prioritizing customers and predicting service escalation

摘要

Systems, methods, and computer-readable storage media for predicting escalation risks in customer support contexts. A system implementing the example method can identify instances of customer escalation from a corpus of customer support sales, customer support, and product software development data, and determine, for the instances of customer escalation, sets of trigger conditions that were at least partially responsible for respective instances of customer escalation. Then the system can classify each of the instances of customer escalation by problem type based on the set of trigger conditions to yield classifications, and add the classifications, the sets of trigger conditions, and the instances of customer escalation to a database. Then the system can compare the database to support data to identify customers or support tasks that are likely to be escalated, and the system or a user can allocate additional support resources to proactively prevent escalations.

主权项

1. A method comprising:
identifying, via a processor, instances of customer escalation from a corpus of customer support data, wherein each instance of the instances of customer escalation involves handing over a customer support issue, at a respective first time, from a first tier of support agents at a customer contact center to a second tier of support agents at the customer contact center; determining, at a second time after the respective first time and for the instances of customer escalation, sets of trigger conditions that were at least partially responsible for a respective one of the instances of customer escalation; classifying each of the instances of customer escalation by problem type based on the set of trigger conditions to yield classifications; and adding the classifications, the sets of trigger conditions, and the instances of customer escalation to a database.