NICE Ltd.
SYSTEMS AND METHODS TO TRIAGE CONTACT CENTER ISSUES USING AN INCIDENT GRIEVANCE SCORE
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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.
Utility
2 Feb 2021
4 Aug 2022