Systems and methods for analyzing chatbot communication sessions to reduce escalation

A device, comprising:

• one or more processors configured to:
• receive session data regarding a communication session that includes a plurality of messages exchanged between a chatbot and a first user device;
• identify a portion of the session data, of one or more portions of the session data, for processing based on one or more criteria associated with the portion of the session data,
• wherein the portion of the session data includes a plurality of entries including messages from the first user device and messages from the chatbot;
• analyze the plurality of entries to identify a particular entry including escalation information regarding an escalation, wherein the escalation information indicates that the first user device has been connected to a second user device;
• analyze one or more additional entries, in a reverse chronological order, to determine a cause of the escalation,
• wherein, to analyze the one or more additional entries, the one or more processors are to:
• analyze a first next entry, preceding the particular entry, when the first next entry includes a first message from the first user device and a second message from the chatbot, and
• identify a second next entry, preceding the first next entry, when the first next entry does not include the first message and the second message;
• and
• cause the chatbot to be trained to address the cause and prevent another escalation, associated with the cause, during a subsequent communication session involving the chatbot,
• wherein the chatbot is trained based on first information regarding the cause and second information regarding one of the first next entry of the second next entry of the one or more additional entries.

A non-transitory computer-readable medium storing a set of instructions, the set of instructions comprising:

• one or more instructions that, when executed by one or more processors of a device, cause the device to:
• receive session data regarding a communication session that includes a plurality of messages exchanged between a chatbot and a first user device;
• identify a portion of the session data, of one or more portions of the session data, for processing based on one or more criteria associated with the portion of the session data,
• wherein the portion of the session data includes a plurality of entries including messages from the first user device and messages from the chatbot;
• analyze the plurality of entries to identify an entry including escalation information regarding an escalation, wherein the escalation indicates that the first user device has been connected to a second user device;
• analyze one or more additional entries, of the plurality of entries, to determine a cause of the escalation,
• wherein the one or more additional entries are analyzed in a reverse chronological order,
• wherein the one or more instructions to analyze the one or more additional entries comprise one or more instructions to:
• analyze a first next entry, preceding the entry, when the first next entry includes a first message from the first user device and a second message from the chatbot, and
• identify a second next entry. g the first next entry, whe the first next entry does not include the first message and the second message;
• and
• cause the chatbot to be trained to address the cause during a subsequent communication session involving the chatbot,
• wherein the chatbot is trained based on information identifying the one or more additional entries and information regarding the cause of the escalation.