Automated customer business impact assessment upon problem submission

摘要

A computer-implemented method and system for automated customer business impact assessment upon a problem submission. A problem description of a problem with a product is received from a customer using the product. The problem description is automatically analyzed using natural language processing (NLP) to identify an issue including a subject. The issue and subject is compared with usage information stored in a repository for the customer. The method and system include predicting an impact of the problem to the customer, and prioritizing a solution to the problem based on the predicted impact.