Closed-Loop Control Mechanism to Optimize AI-Based Customer Support Performance for Customer Satisfaction, Customer Effort, or any Other Customer Satisfaction Metric

1 . A computer-implementable method for providing customer support, comprising:

receiving a customer issue associated with a particular customer;

classifying the customer issue;

determining a solution to the customer issue;

identifying an optimum support issue resolution option;

implementing the optimum support issue resolution option; and,

measuring customer satisfaction regarding the support issue resolution.

2 . The method of claim 1 , wherein:

the measuring customer satisfaction comprises identifying customer dissatisfaction associated with customer issues of the particular customer.

3 . The method of claim 2 , wherein:

the optimum support issue resolution option comprises assigning a case manager to the customer issue and providing an automated response to the customer issue to resolve the customer issue.

4 . The method of claim 3 , wherein:

the classifying comprises generating a customer sentiment score, an issue complexity rating and a classification confidence rating; and,

the case manager is assigned to the customer support issue when the customer sentiment score regarding the support issue resolution is lower than a predetermined level.

5 . The method of claim 1 , further comprising:

using the customer satisfaction regarding the support issue resolution when identifying a new optimum support issue resolution option for the particular customer.

6 . The method of claim 1 , further comprising:

generating a visualizing a domain-specific proficiency score based upon customer satisfaction score and a customer effort score.

7 . 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:

receiving a customer issue associated with a particular customer;

classifying the customer issue;

determining a solution to the customer issue;

identifying an optimum support issue resolution option;

implementing the optimum support issue resolution option; and,

measuring customer satisfaction regarding the support issue resolution.

8 . The system of claim 7 , wherein:

the measuring customer satisfaction comprises identifying customer dissatisfaction associated with customer issues of the particular customer.

9 . The system of claim 8 , wherein:

the optimum support issue resolution option comprises assigning a case manager to the customer issue and providing an automated response to the customer issue to resolve the customer issue.

10 . The system of claim 9 , wherein:

the classifying comprises generating a customer sentiment score, an issue complexity rating and a classification confidence rating; and,

the case manager is assigned to the customer support issue when the customer sentiment score regarding the support issue resolution is lower than a predetermined level.

11 . The system of claim 7 , wherein the instructions executable by the processor are further configured for:

using the customer satisfaction regarding the support issue resolution when identifying a new optimum support issue resolution option for the particular customer.

12 . The system of claim 7 , wherein the instructions executable by the processor are further configured for:

generating a visualizing a domain-specific proficiency score based upon customer satisfaction score and a customer effort score.

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

receiving a customer issue associated with a particular customer;

classifying the customer issue;

determining a solution to the customer issue;

identifying an optimum support issue resolution option;

implementing the optimum support issue resolution option; and,

measuring customer satisfaction regarding the support issue resolution.

14 . The non-transitory, computer-readable storage medium of claim 13 , wherein:

the measuring customer satisfaction comprises identifying customer dissatisfaction associated with customer issues of the particular customer.

15 . The non-transitory, computer-readable storage medium of claim 14 , wherein:

the optimum support issue resolution option comprises assigning a case manager to the customer issue and providing an automated response to the customer issue to resolve the customer issue.

16 . The non-transitory, computer-readable storage medium of claim 15 , wherein:

the classifying comprises generating a customer sentiment score, an issue complexity rating and a classification confidence rating; and,

the case manager is assigned to the customer support issue when the customer sentiment score regarding the support issue resolution is lower than a predetermined level.

17 . The non-transitory, computer-readable storage medium of claim 13 , wherein the computer executable instructions are further configured for:

using the customer satisfaction regarding the support issue resolution when identifying a new optimum support issue resolution option for the particular customer.

18 . The non-transitory, computer-readable storage medium of claim 13 , wherein the computer executable instructions are further configured for:

generating a visualizing a domain-specific proficiency score based upon customer satisfaction score and a customer effort score.

19 . The non-transitory, computer-readable storage medium of claim 13 , wherein:

the computer executable instructions are deployable to a client system from a server system at a remote location.

20 . The non-transitory, computer-readable storage medium of claim 13 , wherein:

the computer executable instructions are provided by a service provider to a user on an on-demand basis.