System and method to determine criticality and prioritize live events to improve proactive customer service

1 . An event prioritization system configured to dynamically prioritize incoming events reported by a plurality of event ticketing systems while the incoming events are live or ongoing, the event prioritization system comprising:

a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform event prioritization operations which comprise:

receiving an event from an event data stream of the incoming events associated with at least one of the plurality of event ticketing systems or a user interface of a customer relationship management (CRM) system, wherein the event is associated with a computing issue affecting a computing service provided to a customer entity associated with the event prioritization system;

extracting a plurality of event prioritization factors from event data of the event, wherein the plurality of event prioritization factors are associated with at least a severity and a priority of the computing issue affecting the computing service provided to the customer entity during the event;

calculating scores for the plurality of event prioritization factors based on scalar functions that individually measure each of the plurality of event prioritization factors;

calculating a customer impact score of the event based on the scores;

determining a service level agreement (SLA) associated with the computing service provided to the customer entity;

calculating a time elapsed since the computing issue was first reported;

determining, using a task management graph comprising an impact threshold and a time threshold based on the SLA associated with the computing service, a criticality of the event based on the customer impact score and the time elapsed since the computing issue was first reported;

prioritizing the event in an event handler queue in accordance with the criticality;

transmitting a proactive notification indicating the event to each of a plurality of customer entities via a preferred communication channel;

tracking incoming calls from the plurality of customer entities that are associated with the proactive notification;

determining that at least a subset of the incoming calls is associated with the event;

recalculating the customer impact score based on call data for the at least the subset of the incoming calls;

reprioritizing the event in the event handler queue based on a change to the criticality from the recalculating the customer impact score;

routing incoming calls to customer service agents based on the reprioritizing.

2 . The event prioritization system of claim 1 , wherein the event prioritization operations further comprise:

executing one or more remedial actions with the customer entity for the event based on the computing issue and the event handler queue, wherein the one or more remedial actions include categorizing the event in the event handler queue, monitoring for a resolution of the computing issue causing the event, or a combination thereof;

executing one or more remedial actions with the customer entity for the event based on the computing issue and the event handler queue, wherein the one or more remedial actions include categorizing the event in the event handler queue, monitoring for a resolution of the computing issue causing the event, or a combination thereof.

3 . The event prioritization system of claim 1 , wherein the plurality of event prioritization factors comprise at least one of a priority assessment for the priority, a severity assessment for the severity, a comparison of the time elapsed and the time threshold based on the SLA, a number of impacted customers, an ease of resolution, a complaint source, a customer category, an issue type, an interaction content sentiment, a customer impact value, a time required to resolve the computing issue a reevaluation of criticality criteria, a customer impact reevaluation criteria, or a customer impact rank.

4 . The event prioritization system of claim 1 , wherein determining a criticality of the event using the task management graph comprises:

generating the task management graph, wherein the task management graph comprises four quadrants associated with different criticalities for classifying events, wherein the four quadrants are defined by a vertical line corresponding to the time threshold and a horizontal line corresponding to the impact threshold, wherein the four quadrants comprise a minor issue quadrant, a medium issue quadrant, a major issue quadrant, and a critical issue quadrant, and wherein elapsed time is shown along the x-axis of the graph and customer impact is shown along the y-axis of the graph;

plotting the event within a respective quadrant of the task management graph based on the customer impact score and the time elapsed; and

assigning the criticality associated with the respective quadrant to the event.

5 . The event prioritization system of claim 4 , wherein the impact threshold and the time threshold are dynamic and adjustable, wherein an adjustment of at least one of the impact threshold and the time threshold shrinks or expands each of the four quadrants, and wherein the adjustment is used by at least the customer entity to control a processing flow of the incoming events in the event handler queue.

6 . The event prioritization system of claim 5 , wherein the event prioritization operations further comprise:

receiving an update to the event or the computing issue from the at least one of the plurality of event ticketing systems or the user interface of the CRM system; and

transitioning the event between two of the four quadrants of the task management graph based on the update.

7 . The event prioritization system of claim 6 , wherein transitioning the event between two of the four quadrants of the task management graph comprises one of a horizontal transition and a vertical transition, wherein the horizontal transition is associated with a first change, over a time period, to the time elapsed, and wherein the vertical transition is associated with a second change of at least one of a number of additional events reported that are associated with the event or an updated customer impact rank at a current time.

8 . The event prioritization system of claim 1 , wherein the event prioritization operations further comprise:

performing an interaction content analysis based on at least one of a speech sentiment or a text sentiment associated with a report corresponding to the event, wherein the interaction content analysis comprises at least one of a sentiment score, a behavior score, a satisfaction score or a churn probability associated with the report,

wherein the plurality of event prioritization factors include the interaction content analysis.

9 . The event prioritization system of claim 1 , wherein the time elapsed is calculated by subtracting a time the issue was first reported from a current time.

10 . A method to dynamically prioritize incoming events reported by a plurality of event ticketing systems while the incoming events are live or ongoing by an event prioritization system, which method comprises:

receiving an event from an event data stream of the incoming events associated with at least one of the plurality of event ticketing systems or a user interface of a customer relationship management (CRM) system, wherein the event is associated with a computing issue affecting a computing service provided to a customer entity associated with the event prioritization system;

extracting a plurality of event prioritization factors from event data of the event, wherein the plurality of event prioritization factors are associated with at least a severity and a priority of the computing issue affecting the computing service provided to the customer entity during the event;

calculating scores for the plurality of event prioritization factors based on scalar functions that individually measure each of the plurality of event prioritization factors;

calculating a customer impact score of the event based on the scores;

determining a service level agreement (SLA) associated with the computing service provided to the customer entity;

calculating a time elapsed since the computing issue was first reported;

determining, using a task management graph comprising an impact threshold and a time threshold based on the SLA associated with the computing service, a criticality of the event based on the customer impact score and the time elapsed since the computing issue was first reported;

prioritizing the event in an event handler queue in accordance with the criticality;

transmitting a proactive notification indicating the event to each of a plurality of customer entities via a preferred communication channel;

tracking incoming calls from the plurality of customer entities that are associated with the proactive notification;

determining that at least a subset of the incoming calls is associated with the event;

recalculating the customer impact score based on call data for the at least the subset of the incoming calls;

reprioritizing the event in the event handler queue based on a change to the criticality from the recalculating the customer impact score;

routing incoming calls to customer service agents based on the reprioritizing.

11 . The method of claim 10 , further comprising:

executing one or more remedial actions with the customer entity for the event based on the computing issue and the event handler queue, wherein the one or more remedial actions include categorizing the event in the event handler queue, monitoring for a resolution of the computing issue causing the event, or a combination thereof.

12 . The method of claim 10 , wherein the plurality of event prioritization factors comprise at least one of a priority assessment for the priority, a severity assessment for the severity, a comparison of the time elapsed and the time threshold based on the SLA, a number of impacted customers, an ease of resolution, a complaint source, a customer category, an issue type, an interaction content sentiment, a customer impact value, a time required to resolve the computing issue, a reevaluation of criticality criteria, a customer impact reevaluation criteria, or a customer impact rank.

13 . The method of claim 10 , wherein determining a criticality of the event using the task management graph comprises:

generating the task management graph, wherein the task management graph comprises four quadrants associated with different criticalities for classifying events, wherein the four quadrants are defined by a vertical line corresponding to the time threshold and a horizontal line corresponding to the impact threshold, wherein the four quadrants comprise a minor issue quadrant, a medium issue quadrant, a major issue quadrant, and a critical issue quadrant, and wherein elapsed time is shown along the x-axis of the graph and customer impact is shown along the y-axis of the graph;

plotting the event within a respective quadrant of the task management graph based on the customer impact score and the time elapsed; and

assigning the criticality associated with the respective quadrant to the event.

14 . The method of claim 13 , wherein the impact threshold and the time threshold are dynamic and adjustable, wherein an adjustment of at least one of the impact threshold and the time threshold shrinks or expands each of the four quadrants, and wherein the adjustment is used by at least the customer entity to control a processing flow of the incoming events in the event handler queue.

15 . The method of claim 14 , further comprising:

receiving an update to the event or the computing issue from the at least one of the plurality of event ticketing systems or the user interface of the CRM system; and

transitioning the event between two of the four quadrants of the task management graph based on the update.

16 . The method of claim 15 , wherein transitioning the event between two of the four quadrants of the task management graph comprises one of a horizontal transition and a vertical transition, wherein the horizontal transition is associated with a first change, over a time period, to the time elapsed, and wherein the vertical transition is associated with a second change of at least one of a number of additional events reported that are associated with the event or an updated customer impact rank at a current time.

17 . The method of claim 10 , further comprising:

performing an interaction content analysis based on at least one of a speech sentiment or a text sentiment associated with a report corresponding to the event, wherein the interaction content analysis comprises at least one of a sentiment score, a behavior score, a satisfaction score or a churn probability associated with the report,

wherein the plurality of event prioritization factors include the interaction content analysis.

18 . The method of claim 10 , wherein, the time elapsed is calculated by subtracting a time the issue was first reported from a current time.

19 . A non-transitory computer-readable medium having stored thereon computer-readable instructions executable to dynamically prioritize incoming events reported by a plurality of event ticketing systems while the incoming events are live or ongoing using an event prioritization system, the computer-readable instructions executable to perform event prioritization operations which comprises:

receiving an event from an event data stream of the incoming events associated with at least one of the plurality of event ticketing systems or a user interface of a customer relationship management (CRM) system, wherein the event is associated with a computing issue affecting a computing service provided to a customer entity associated with the event prioritization system;

extracting a plurality of event prioritization factors from event data of the event, wherein the plurality of event prioritization factors are associated with at least a severity and a priority of the computing issue affecting the computing service provided to the customer entity during the event;

calculating scores for the plurality of event prioritization factors based on scalar functions that individually measure each of the plurality of event prioritization factors;

calculating a customer impact score of the event based on the scores;

determining a service level agreement (SLA) associated with the computing service provided to the customer entity;

calculating a time elapsed since the computing issue was first reported;

determining, using a task management graph comprising an impact threshold and a time threshold based on the SLA associated with the computing service, a criticality of the event based on the customer impact score and the time elapsed since the computing issue was first reported;

prioritizing the event in an event handler queue for the customer entity in accordance with the criticality;

transmitting a proactive notification indicating the event to each of a plurality of customer entities via a preferred communication channel;

tracking incoming calls from the plurality of customer entities that are associated with the proactive notification;

determining that at least a subset of the incoming calls is associated with the event;

recalculating the customer impact score based on call data for the at least the subset of the incoming calls;

reprioritizing the event in the event handler queue based on a change to the criticality from the recalculating the customer impact score;

routing incoming calls to customer service agents based on the reprioritizing.

20 . The non-transitory computer-readable medium of claim 19 , wherein the event prioritization operations further comprise:

executing one or more remedial actions with the customer entity for the event based on the computing issue and the event handler queue, wherein the one or more remedial actions include categorizing the event in the event handler queue, monitoring for a resolution of the computing issue causing the event, or a combination thereof.