CPC G06N 7/01 (2023.01) [G06F 40/289 (2020.01); G06F 40/40 (2020.01); G06N 20/00 (2019.01); G06Q 10/0635 (2013.01); G06Q 10/06312 (2013.01); G06Q 10/06375 (2013.01); G06Q 10/063114 (2013.01); G06Q 10/10 (2013.01); G06Q 10/20 (2013.01); G06Q 30/01 (2013.01); G06Q 30/016 (2013.01)] | 17 Claims |
1. A system for high fidelity predictions of service ticket escalation, the system comprising:
one or more processors; and
a non-transitory computer readable medium storing a plurality of instructions, which when executed, cause the one or more processors to:
derive a training set change factor for a periodic observation that service ticket interactions associated with the training set service ticket include a response to a request from the training set product user which natural language processing detects as a non-substantive response, such that the service ticket interactions continue to lack a substantive response to a request from the training set product user;
train, using the training set service ticket, the training set change factor, and a change-based machine-learning model to predict a change-based training probability that the training set product user escalated service for the training set service ticket;
derive a change factor for a periodic observation that service ticket interactions associated with the service ticket includes a response to a request from the product user which natural language processing detects as a non-substantive response, such that the service ticket interactions continue to lack a substantive response to a request from the product user;
predict, by applying the change-based machine-learning model to the service ticket and the change factor, a change-based probability that the product user escalates service for the service ticket;
output the change-based probability; and
retrain, using data which includes the service ticket, the change factor, and the change-based probability, the change-based machine-learning model to predict a subsequent change-based training probability that a subsequent product user escalated service for a subsequent service ticket.
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