Customer service ticket processing using cluster-based data driven guidebooks

A non-transitory processor-readable storage medium having stored therein program code of one or more software programs, wherein the program code when executed by at least one processing device causes the at least one processing device to perform the following steps:

• obtaining a plurality of clusters of historical customer service data records, wherein a clustering of the historical customer service data records is based at least in part on a plurality of features extracted from the historical customer service data records;
• obtaining a plurality of processor-readable data record processing guidebooks, wherein each of the plurality of processor-readable data record processing guidebooks is associated with a different cluster of the plurality of clusters, and wherein each of the processor-readable data record processing guidebooks is generated by performing the following steps for each of one or more of the plurality of clusters:
• (i) extracting a plurality of activity features and a plurality of solution features from the historical customer service data records in the respective cluster;
• (ii) clustering, within the respective cluster, a first set of possible independent computer-implemented actions, using the extracted plurality of activity features, identified in the plurality of historical customer service data records from the respective cluster, and
• (iii) clustering, within the respective cluster, a second set of possible solutions, using the extracted plurality of solution features, identified in the plurality of historical customer service data records from the respective cluster;
• performing the following steps, in response to obtaining a customer service data record to be processed, wherein the plurality of clusters and the plurality of processor-readable data record processing guidebooks are generated prior to the obtaining of the customer service data record to be processed:
• processing the customer service data record to extract a plurality of features related to the customer service data record, wherein the plurality of features comprises a representation of a problem associated with the customer service data record;
• processing the customer service data record to assign the customer service data record to a given cluster of the plurality of clusters of customer service data records based at least in part on the extracted plurality of features;
• selecting, using the assigned given cluster, a given processor-readable data record processing guidebook of the plurality of processor-readable data record processing guidebooks, wherein the given processor-readable data record processing guidebook is associated with the assigned given cluster, wherein the given processor-readable data record processing guidebook identifies one or more independent computer-implemented actions to perform to address the problem;
• and
• processing the customer service data record using at least one of the independent computer-implemented actions of the selected processor-readable data record processing guidebook.

An apparatus comprising:

• at least one processing device comprising a processor coupled to a memory;
• the at least one processing device being configured to implement the following steps:
• obtaining a plurality of clusters of historical customer service data records, wherein a clustering of the historical customer service data records is based at least in part on a plurality of features extracted from the historical customer service data records;
• obtaining a plurality of processor-readable data record processing guidebooks, wherein each of the plurality of processor-readable data record processing guidebooks is associated with a different cluster of the plurality of clusters, and wherein each of the processor-readable data record processing guidebooks is generated by performing the following steps for each of one or more of the plurality of clusters:
• (i) extracting a plurality of activity features and a plurality of solution features from the historical customer service data records in the respective cluster;
• (ii) clustering, within the respective cluster, a first set of possible independent computer-implemented actions, using the extracted plurality of activity features, identified in the plurality of historical customer service data records from the respective cluster, and
• (iii) clustering, within the respective cluster, a second set of possible solutions, using the extracted plurality of solution features, identified in the plurality of historical customer service data records from the respective cluster;
• performing the following steps, in response to obtaining a customer service data record to be processed, wherein the plurality of clusters and the plurality of processor-readable data record processing guidebooks are generated prior to the obtaining of the customer service data record to be processed:
• processing the customer service data record to extract a plurality of features related to the customer service data record, wherein the plurality of features comprises a representation of a problem associated with the customer service data record;
• processing the customer service data record to assign the customer service data record to a given cluster of the plurality of clusters of customer service data records based at least in part on the extracted plurality of features;
• selecting, using the assigned given cluster, a given processor-readable data record processing guidebook of the plurality of processor-readable data record processing guidebooks, wherein the given processor-readable data record processing guidebook is associated with the assigned given cluster, wherein the given processor-readable data record processing guidebook identifies one or more independent computer-implemented actions to perform to address the problem;
• and
• processing the customer service data record using at least one of the independent computer-implemented actions of the selected processor-readable data record processing guidebook.