Dell Products Inc.

Christopher O'Bryon Hill

Ming Qian

Anne-Marie McReynolds

Anne Marie McReynolds

Methods and systems for managing customer-encountered issues are disclosed. To manage the customer-encountered issues, a multiphase optimization process may be implemented to select a service agent to resolve each customer-encountered issue. The multiphase analysis may include a process of identifying service agents qualified to attempt to resolve each customer-encountered issue. The multiphase optimization may also include a process of ranking the qualified service agents based on their past performance and experience. The multiphase optimization may also include a process for estimating the likelihood of each of the qualified service agents resolving each customer-encountered issue within prescribed goals.

System and method for managing issues through resource optimization

Methods and systems for managing customer encountered issue resolution are disclosed. To manage the customer encountered issue resolution, tickets for the customer encountered issues may be managed to reduce suffering and reduce the rate of ticket churn. To do so, customer pain levels may be identified and used to prioritize resource deployment for ticket resolution. The tickets may be classified into groups for resolution via automated or human-assisted processes, which may be limited in capacity. To ascertain the pain levels of the customers, communications from the customers may be emotionally analyzed to identify emotions present in the customers. The identified emotions may be used to identify whether performed remediation processes for resolving the customer encountered issues were successful, and to what extent they were successful. Information obtained through previous ticket resolutions may be used to prioritize which approach to use to resolve subsequently encountered tickets for customer encountered issues.

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Bellevue, WA, United States of America

Christopher O'Bryon Hill