公开(公告)号：US20220245647A1

公开(公告)日：2022-08-04

申请号：US17165449

申请日：2021-02-02

Applicant: NICE LTD.

Inventor： Salil DHAWAN ,  Swati Pranay KADU ,  Yuvraj Amrutrao SAWANT

IPC: G06Q30/00 ,  G06N20/00 ,  G06Q30/02 ,  H04M3/51

Abstract: Systems for and methods of assessing the priority of a customer reported issue include receiving input regarding a customer issue experienced by a customer; calculating an incident grievance score by inserting the received input into a machine learning model; assigning a priority to the customer issue based on the calculated incident grievance score; receiving updated input regarding the customer issue; periodically recalculating 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 a team assigned to fix the customer issue when the priority of the customer issue changes.