The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 16, 2021
Filed:
Nov. 16, 2016
Mastercard International Incorporated, Purchase, NY (US);
Xiaoying Zhang, Ithaca, NY (US);
Ravi Santosh Arvapally, O'Fallon, MO (US);
Hasan Hicsasmaz, Iowa City, IA (US);
MASTERCARD INTERNATIONAL INCORPORATED, Purchase, NY (US);
Abstract
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.