公开(公告)号：US20180137516A1

公开(公告)日：2018-05-17

申请号：US15353517

申请日：2016-11-16

Applicant: MASTERCARD INTERNATIONAL INCORPORATED

Inventor： Xiaoying Zhang ,  Ravi Santosh Arvapally ,  Hasan Hicsasmaz

IPC: G06Q30/00 ,  G06Q20/08 ,  G06N99/00

CPC classification number: G06Q30/016 ,  G06N20/00 ,  G06Q20/08

Abstract: Systems and methods are provided for scoring support messages from users indicative of the likelihood of escalation of the messages, upon which the messages may be prioritized. One exemplary method includes receiving, from a user, a support message related to a payment service provider and generating an escalation score for the support message based on a temporal factor associated with a duration associated with the support message, a source factor for the support message, and a text content factor of the support message. The exemplary method further includes identifying a likelihood of escalation of the support message based on the escalation score, whereby a support representative assigned to the support message is able to prioritize the support message over at least one other support message based on the likelihood of escalation for the support message.

公开(公告)号：US10949860B2

公开(公告)日：2021-03-16

申请号：US15353517

申请日：2016-11-16

Applicant: MASTERCARD INTERNATIONAL INCORPORATED

Inventor： Xiaoying Zhang ,  Ravi Santosh Arvapally ,  Hasan Hicsasmaz

IPC: G06Q10/06 ,  G06Q30/00 ,  G06N20/00 ,  G06Q20/08

Abstract: Systems and methods are provided for scoring support messages from users indicative of the likelihood of escalation of the messages, upon which the messages may be prioritized. One exemplary method includes receiving, from a user, a support message related to a payment service provider and generating an escalation score for the support message based on a temporal factor associated with a duration associated with the support message, a source factor for the support message, and a text content factor of the support message. The exemplary method further includes identifying a likelihood of escalation of the support message based on the escalation score, whereby a support representative assigned to the support message is able to prioritize the support message over at least one other support message based on the likelihood of escalation for the support message.