Machine-learning predictive models for classifying responses to and outcomes of end-user communications

Abstract

A service provider computing system includes memory having stored thereon instructions that, when executed by one or more processors, cause the one or more processors to obtain a first set of complaint logs corresponding to one or more user complaints, each complaint log including a resolution comments field providing a textual representation of a resolution for a corresponding complaint log, parse the resolution comments field of each complaint log of the first set of complaint logs to identify one or more key terms, and execute a machine-learning predictive model using the one or more key terms to generate, for each complaint log, a prediction indicating whether a corresponding complaint should have compensation, the machine-learning predictive model being a supervised machine learning model configured to accept the parsed resolution comments field for the first set of complaint logs as inputs and to output the prediction for each complaint log.