How Machine Learning Might Offer Opportunities to Preempt Escalations

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Project Perspective & Learnings Sameer Patkar, VP -Oracle Support Services Abstract: Traditional customer support escalation processes focus on mitigatingvs. avoidinguser dissatisfaction. This often adds to the customer’s already-present frustration; lowers service satisfaction ratings; and increases support costs by requiring intervention from senior staff and management. We believe thatMachine Learning (ML) can help support organizations shift