Can a Machine Learn Through Customer Sentiment?: A Cost-Aware Approach to Predict Support Ticket Escalations
Colin Werner, Ze Shi Li, Daniela Damian · IEEE Software · 2019
Given the connection between customer happiness and support ticket escalation, we describe an approach that 1) analyzes the emotions in conversations between a customer and a support analyst and 2) provides organizations with a cost-based mechanism to evaluate machine-learning algorithms trained on emotion-related features to predict support ticket escalations.