Clustering and classification of recent customer support inquiries

摘要

A system and machine-implemented method relating to enhanced customer service via processing a first communication from a customer via a first communication service, automatically obtaining a first classification, included in a plurality of predefined classifications for customer support issues, associated with the first communication, establishing a second communication between the customer and a customer service representative, and displaying to the customer service representative information about the first communication with an indication that the first classification is associated with the first communication.

主权项

1. A machine-implemented method for enhanced customer support comprising:
processing a first communication from a customer via a first communication service; automatically obtaining a first classification, included in a plurality of predefined classifications for customer support issues, associated with the first communication; establishing a second communication between the customer and a customer service representative, wherein the first communication and the second communication correspond to separate requests for customer support by the customer; and displaying to the customer service representative information about the first communication with an indication that the first classification is associated with the first communication; determining that a threshold number of customer requests corresponding to the first classification have been submitted; and identifying, in response to the determination, the first classification as a problem to be proactively addressed.