Individualized channel error detection and resolution

A method, comprising:

• at a computing platform comprising at least one processor, memory, and a communication interface:
• receiving, by the at least one processor, via the communication interface, from server infrastructure, data corresponding to a system event associated with a channel of the server infrastructure, the channel corresponding to first aspects of functionality of the server infrastructure;
• based on the data corresponding to the system event, identifying, by the at least one processor, a technical issue, a customer intent corresponding to a purpose of the system event, wherein the customer intent is to give a gift for a particular purpose, and a customer sentiment corresponding to feelings of a customer based on failure of the system event;
• responsive to identifying the technical issue, customer intent, and customer sentiment, determining, by the at least one processor, a context of failure of the system event;
• generating, by the at least one processor, a mapping of the context of failure in relation to historic data;
• identifying, by the at least one processor, a suggested solution, severity assignment, and alternate channel for the system event based on the mapping of the context of failure in relation to the historic data, wherein the severity assignment is further based, at least in part, on the particular purpose associated with the gift;
• transmitting, by the at least one processor, via the communication interface, to a support computing device, a notification including the identified suggested solution, severity assignment, and the alternate channel for the system event;
• receiving, by the at least one processor, via the communication interface, from the support computing device, data corresponding to an efficacy rating for each of the identified suggested solution, severity assignment, and the alternate channel;
• and
• updating, by the at least one processor, based on the efficacy rating of each of the identified suggested solution, severity assignment, and the alternate channel, the mapping of the context of failure in relation to the historic data.

One or more non-transitory computer-readable media storing instructions that, when executed by a computing platform comprising at least one processor, memory, and a communication interface, cause the computing platform to:

• receive, via the communication interface, from server infrastructure, data corresponding to a system event associated with a channel of the server infrastructure, the channel corresponding to first aspects of functionality of the server infrastructure;
• based on the data corresponding to the system event, identify a technical issue, a customer intent corresponding to a purpose of the system event, wherein the customer intent is to give a gift for a particular purpose, and a customer sentiment corresponding to feelings of a customer based on failure of the system event;
• responsive to identifying the technical issue, customer intent, and customer sentiment, determine a context of failure of the system event;
• generate a mapping of the context of failure in relation to historic data;
• identify a suggested solution, severity assignment, and alternate channel for the system event based on the mapping of the context of failure in relation to the historic data, wherein the severity assignment is further based, at least in part, on the particular purpose associated with the gift;
• transmit, via the communication interface, to a support computing device, a notification including the identified suggested solution, severity assignment, and the alternate channel for the system event;
• receive, via the communication interface, from the support computing device, data corresponding to an efficacy rating for each of the identified suggested solution, severity assignment, and the alternate channel;
• and
• update, based on the efficacy rating of each of the identified suggested solution, severity assignment, and the alternate channel, the mapping of the context of failure in relation to the historic data.