Patent ID: 11861518
Assignee: SUPPORTLOGIC, INC.
Field: IT methods for management (Electrical engineering)
Classification: CPC G | IPC G

Claim 6:
7. A computer-implemented method for high fidelity predictions of service ticket escalation, the computer-implemented method comprising:
deriving training set change factor for a periodic observation that-service ticket interactions associated with the training set service ticket include a response to a request from the training set product user which natural language processing detects as a non-substantive response, such that the service ticket interactions continue to lack a substantive response to a request from the training set product user;
training, using the training set service ticket, the training set change factor, and a change-based machine-learning model to predict a change-based training probability that the training set product user escalated service for the training set service ticket;
deriving a change factor for a periodic observation that service ticket interactions associated with the service ticket includes a response to a request from the product user which natural language processing detects as a non-substantive response, such that the service ticket interactions continue to lack a substantive response to a request from the product user;
predicting, by applying the change-based machine-learning model to the service ticket and the change factor, a change-based probability that the product user escalates service for the service ticket;
outputting the change-based probability; and
retraining, using data which includes the service ticket, the change factor, and the change-based probability, the change-based machine-learning model to predict a subsequent change-based training probability that a subsequent product user escalated service for a subsequent service ticket.