Automatic detection of cases needing more attention
A system that prioritises at-risk cases from deadlines, action history, communication and unusual events.
Problem
Risk did not always come from one status field. It was often hidden in inactivity, an approaching deadline, an unmet promise, negative message tone or a sequence of small events scattered through the case history.
Solution
The system analyses process data and communication, calculates priority and shows the factors behind the score. Cases can be marked for observation, urgent contact or escalation to the process owner. Each alert includes a short summary and suggested next step.
Controlled priorities
Thresholds and weights fit the process and are periodically evaluated against real outcomes. Employees can confirm or reject an alert, and the system never decides customer consequences on its own.
Result
The team sees cases at risk of delay, escalation or customer loss earlier and receives concrete reasons for the alert.
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