公开(公告)号：US09172809B1

公开(公告)日：2015-10-27

申请号：US14309587

申请日：2014-06-19

Applicant: Avaya Inc.

Inventor： Audris Mockus ,  Randy Hackbarth ,  John Palframan ,  Brett Shockley

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523

CPC classification number: H04M3/5235

Abstract: 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.

Abstract translation: 用于预测客户支持环境中的升级风险的系统，方法和计算机可读存储介质。 实施示例方法的系统可以从客户支持销售，客户支持和产品软件开发数据的语料库中识别客户升级的实例，并且为客户升级的实例确定至少部分负责的触发条件集合 客户升级的各自实例。 然后，系统可以根据触发条件集合的问题类型对客户升级的每个实例进行分类，以产生分类，并将分类，触发条件集和客户升级实例添加到数据库。 然后，系统可以比较数据库以支持数据以识别客户或支持可能升级的任务，并且系统或用户可以分配额外的支持资源来主动防止升级。