Intuit Inc.
SYSTEM AND METHOD FOR PREDICTING SUPPORT ESCALATION

Abstract:

A method and system train an analysis model with a machine learning process to predict whether a current user of the data management system will contact customer assistance agents of the data management system. The machine learning process utilizes historical clickstream data indicating actions taken by a plurality of historical users of the data management system while using the data management system. The analysis model predicts whether the current user will contact customer assistance agents by analyzing current clickstream data associated with the current user.