Importance

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Abstract

A computing device includes at least one processor and a satisfaction prediction module. The satisfaction prediction module is to generate a pruned decision tree using historical ticket data for a plurality of customer tickets, where the historical ticket data for each customer ticket includes a satisfaction metric and attribute values of the customer ticket. The satisfaction prediction module is also to generate a plurality of business rules based on the pruned decision tree, obtain at least one attribute value of an active customer ticket, and determine, based on the plurality of business rules and the at least one attribute value, a projected satisfaction metric for the active customer ticket.

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First Claim