Mastercard International Incorporated

Hasan Hicsasmaz

Ravi Santosh Arvapally

Xiaoying Zhang

Systems and methods are provided for scoring support messages from users indicative of the likelihood of escalation of the messages, upon which the messages may be prioritized. One exemplary method includes receiving, from a user, a support message related to a payment service provider and generating an escalation score for the support message based on a temporal factor associated with a duration associated with the support message, a source factor for the support message, and a text content factor of the support message. The exemplary method further includes identifying a likelihood of escalation of the support message based on the escalation score, whereby a support representative assigned to the support message is able to prioritize the support message over at least one other support message based on the likelihood of escalation for the support message.

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Iowa City, IA, United States of America

Hasan Hicsasmaz