Cognitive analysis based prioritization for support tickets

A computer system, comprising:

• a processor;
• a memory device coupled to the processor;
• and
• a computer readable storage device coupled to the processor, wherein the storage device contains program code executable by the processor via the memory device to implement a method for prioritizing a customer support ticket system, the method comprising:
• receiving, by a processor of a computing system, a customer support ticket from a user, wherein a default severity level associated with the customer support ticket is assigned;
• calculating, by the processor, a user sentiment score and a user personality score by applying a sentiment analysis and a personality analysis to user-specific data;
• applying, by the processor, a weighting scheme to the user sentiment score and the user personality score to generate a weighted priority score associated with the customer support ticket;
• adjusting, by the processor, the default severity level to an adjusted severity level according to the weighted priority score;
• and
• prioritizing, by the processor, the customer support ticket among other customer support tickets based on the adjusted severity level of the customer support ticket.

A computer program product, comprising a computer readable hardware storage device storing a computer readable program code, the computer readable program code comprising an algorithm that when executed by a computer processor of a computing system implements a method for prioritizing a customer support ticket system, the method comprising:

• receiving, by a processor of a computing system, a customer support ticket from a user, wherein a default severity level associated with the customer support ticket is assigned;
• calculating, by the processor, a user sentiment score and a user personality score by applying a sentiment analysis and a personality analysis to user-specific data;
• applying, by the processor, a weighting scheme to the user sentiment score and the user personality score to generate a weighted priority score associated with the customer support ticket;
• adjusting, by the processor, the default severity level to an adjusted severity level according to the weighted priority score;
• and
• prioritizing, by the processor, the customer support ticket among other customer support tickets based on the adjusted severity level of the customer support ticket.