Predictive intelligence for service and support

A database system comprising:

• a processor and a memory to execute instructions;
• an agent's display screen interface to execute via the processor and the memory of the database system, wherein the agent's display screen interface is to display data entered into a plurality of data fields initiating a service request of a first case for a first client, wherein the data is received from the agent regarding the first case and entered into the database system via the agent's display screen interface;
• wherein the data received for the plurality of data fields includes at least a subset of the plurality of data fields received as blank entries;
• a query interface to return results of a predictive query against the database system to the agent's display screen interface to complete one or more of the plurality of data fields received as blank entries with predicted values to form a case report more complete than the data entered into the plurality of data fields regarding the first case from the first client or the agent;
• an analysis engine to compare the first case with other cases stored within the database system;
• wherein the analysis engine is to further identify one or more similar cases to the first case based on the comparison and displaying the one or more similar cases identified to a related cases interface at the agent's display screen interface;
• a predictive intelligence engine to generate via a predictive intelligence algorithm applied by the database system, one or more predictive actions for the first case based on the identified one or more similar cases, wherein the one or more predictive actions comprises at least making a determination of severity for a problem defined by the case report;
• wherein the predictive intelligence engine is to further calculate a confidence value for the one or more predictive actions;
• and
• a routing rules module to execute via the processor and memory of the database system, wherein execution of the routing rules module causes the first case to be routed past one or more lower tiers of service via a pre-escalation procedure based on the determination of severity for the problem and the confidence value for the determination of severity for the problem exceeding a threshold.

Non-transitory computer-readable storage media having instructions stored thereupon that, when executed by a processor of a database system, the instructions cause the database system to perform operations including:

• displaying to an agent's display screen interface, data entered into a plurality of data fields initiating a service request of a first case for a first client, wherein the data is received from the agent regarding the first case and entered into the database system via the agent's display screen interface;
• wherein the data received for the plurality of data fields includes at least a subset of the plurality of data fields received as blank entries;
• returning results of a predictive query against the database system to the agent's display screen interface to complete one or more of the plurality of data fields received as blank entries with predicted values to form a case report more complete than the data entered into the plurality of data fields regarding the first case from the first client or the agent;
• comparing, via the database system, the first case with other cases stored within the database system;
• identifying, via the database system, one or more similar cases to the first case based on the comparison and displaying the one or more similar cases identified to a related cases interface at the agent's display screen interface;
• generating, via a predictive intelligence algorithm applied by the database system, one or more predictive actions for the first case based on the identified one or more similar cases, wherein the one or more predictive actions comprises at least making a determination of severity for a problem defined by the case report;
• calculating a confidence value for the one or more predictive actions;
• and
• executing a routing rules module via the processor and memory of the database system causing the first case to be routed past one or more lower tiers of service via a pre-escalation procedure based on the determination of severity for the problem and the confidence value for the determination of severity for the problem exceeding a threshold.