# Can a Machine Learn Through Customer Sentiment?: A Cost-Aware Approach to Predict Support Ticket Escalations

> Research article (IEEE Software, 2019) · cited 13× · AI/ML

**Wikidata**: [openalex:W2950680175](https://www.wikidata.org/wiki/openalex:W2950680175)  
**Source**: https://4ort.xyz/entity/can-a-machine-learn-through-customer-sentiment-a-cost-aware-approach-to-predict-support-ticket-escalations