| CPC G06Q 30/016 (2013.01) [G06Q 30/0281 (2013.01); H04M 3/5183 (2013.01); G06Q 10/103 (2013.01)] | 18 Claims |
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1. An issue triaging system comprising:
a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform operations which comprise:
receiving, by a data aggregation application from a call center application, administrative web application, or other data source, input regarding a customer issue experienced by a customer, wherein the input comprises whether there is a degradation in handling of a customer communication, an age of the customer issue, and an account impact rank;
determining whether there is a degradation in handling of the customer communication by determining whether a call queue size is more than an average call queue size;
determining that the customer handles a critical service selected from healthcare, translation services, or accidental insurance when calculating the account impact rank;
awarding the customer who handles the critical service more points than a customer that does not handle the critical service to provide a higher value for the account impact rank;
receiving, by a priority analytics engine from the data aggregation application, the input;
training a machine learning model to predict an incident grievance score;
calculating, by the priority analytics engine, the incident grievance score by inserting the received input into the machine learning model, wherein the higher value for the account impact rank results in a higher incident grievance score;
assigning a priority to the customer issue based on the calculated incident grievance score;
receiving updated input regarding the customer issue;
periodically recalculating, by the priority analytics engine, the incident grievance score for the customer issue by inserting the received input and the updated input into the machine learning model;
changing the priority of the customer issue when the recalculated incident grievance score differs from the calculated incident grievance score; and
notifying, by the priority analytics engine to a device associated with a team assigned to fix the customer issue, when the priority of the customer issue changes.
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