Electronic Arts Inc.
ARTIFICIAL INTELLIGENCE BASED CUSTOMER SERVICE ASSESSMENT

Abstract:

A support assessment system and method generate metrics to assess the quality, effectiveness, process adherence, or the like of customer support interactions. These metrics may be generated based at least in part on one or more support assessment models to provide objective measures of the customer support interactions. The support assessment models may be trained on training data based on a set of support conversations and indication of the metrics that are to result from those support conversations. The support assessment models may be any variety of machine learning models, such as neural network models. The objective measures generated by the support assessment models may further be used to recommend process changes, add or discontinue products or services, make assessments of customer support resources, and/or generate customer support training materials.