Predicting Escalations in Customer Support: Analysis of Data Mining Challenge Results

We summarize IEEE Big Data Cup: Predicting Escalations in Customer Support – a data mining competition organized jointly by companies Information Builders and QED Software at the KnowledgePit platform, in the frame of the 2020 IEEE International Conference on Big Data. We discuss the motivation for organizing this event and highlight the factors that make it such a challenging topic. We describe the data provided to participants and formulate the competition task. We also provide an overview of competition results with a detailed analysis of a few selected solutions. Finally, we present a novel functionality of the KnowledgePit platform – an analytic module that allows organizers to investigate selected solutions using a convenient GUI and provides in-depth insights about their quality.