Customer support ticket escalation prediction using feature engineering
نویسندگان
چکیده
منابع مشابه
Escalation Prediction using Feature Engineering : Addressing Support Ticket Escalations within IBM ’ s Ecosystem
Large software organizations handle many customer support issues every day in the form of bug reports, feature requests, and general misunderstandings as submitted by customers. Strategies to gather, analyze, and negotiate requirements are complemented by efforts to manage customer input after products have been deployed. For the latter, support tickets are key in allowing customers to submit t...
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ژورنال
عنوان ژورنال: Requirements Engineering
سال: 2018
ISSN: 0947-3602,1432-010X
DOI: 10.1007/s00766-018-0292-3