How angry are your customers? Sentiment analysis of support tickets that escalate

no code implementations • 26 Oct 2020 • Colin Werner, Lloyd Montgomery, Sanja Dodos, Gabriel Tapuc, Diksha Sharma, Daniela Damian

Thus, this preliminary research provides us with the necessary information to further investigate how we can reliably predict support ticket escalations, and subsequently to provide insight to support analysts to better enable them to handle support tickets that may be escalated.

Sentiment Analysis

Escalation Prediction using Feature Engineering: Addressing Support Ticket Escalations within IBM's Ecosystem

no code implementations • 12 Oct 2020 • Lloyd Montgomery

For the latter, support tickets are key in allowing customers to submit their issues, bug reports, and feature requests.

BIG-bench Machine Learning Feature Engineering +1

Customer Support Ticket Escalation Prediction using Feature Engineering

no code implementations • 10 Oct 2020 • Lloyd Montgomery, Daniela Damian, Tyson Bulmer, Shaikh Quader

We trained and evaluated our machine learning model on over 2. 5 million support tickets and 10, 000 escalations, obtaining a recall of 87. 36% and an 88. 23% reduction in the workload for support analysts looking to identify support tickets at risk of escalation.

Feature Engineering Management

What do Support Analysts Know about Their Customers? On the Study and Prediction of Support Ticket Escalations in Large Software Organizations

no code implementations • 4 Jan 2019 • Lloyd Montgomery, Daniela Damian

We trained and evaluated our Machine Learning model on over 2. 5 million support tickets and 10, 000 escalations, obtaining a recall of 79. 9% and an 80. 8% reduction in the workload for support analysts looking to identify support tickets at risk of escalation.

Software Engineering