Machine Learning System for Identifying Potential Escalation of Customer Service Requests

A system comprising:

• a processor;
• a data bus coupled to the processor;
• and
• a non-transitory, computer-readable storage medium embodying computer program code, the non-transitory, computer-readable storage medium being coupled to the data bus, the computer program code interacting with a plurality of computer operations and comprising instructions executable by the processor and configured for:
• generating a random forest model using a training set of service request records to determine a probability of escalation for service requests of the training set;
• applying the random forest model to a current set of service request records to determine an escalation probability for service requests in the current set;
• and
• assigning service request records in the current set to a plurality of escalation probability bins, wherein the service request records of the current set are generally equally divided between the plurality of escalation probability bins, and wherein the service request records of the current set are assigned to a probability bin based on the escalation probability of the service request record.

A non-transitory, computer-readable storage medium embodying computer program code, the computer program code comprising computer executable instructions configured for:

• generating a random forest model using a training set of service request records to determine a probability of escalation for service requests of the training set;
• applying the random forest model to a current set of service request records to determine an escalation probability for service requests in the current set;
• and
• assigning service request records in the current set to a plurality of escalation probability bins, wherein the service request records of the current set are generally equally divided between the plurality of escalation probability bins, and wherein the service request records of the current set are assigned to a probability bin based on the escalation probability of the service request record.