Data Mining / Data Science
Customer Service Escalation Risk Analytics Using Data Mining and Machine Learning
This advanced Data Mining assessment applies the Knowledge Discovery in Databases (KDD) process to a realistic customer-service risk scenario. Acting as a Data Scientist, students analyse a historical Customer Service Escalation Risk dataset to help an organisation identify early indicators of dissatisfaction and operational bottlenecks that may lead to serious or legal customer escalations. The resulting analysis is intended to support strategic decisions relating to staffing, employee training, customer-journey improvement and escalation prevention. CMP-7023B_Assessement_2 (2) The dataset incorporates customer demographics, account characteristics, communication channels, issue categories, operational measures such as waiting times, transfers and SLA breaches, behavioural indicators including sentiment and response delays, and commercial variables such as monthly fees and contract value. The target variable, escalation_level, contains four categories: No escalation, Minor escalation, Serious escalation and Legal escalation. CMP-7023B_Assessement_2 (2) Students begin with data exploration and visualisation, producing appropriate descriptive statistics and identifying patterns, distributions and potential data-quality concerns. They then perform data cleansing, transformation, feature engineering and preprocessing. Variables that may introduce leakage or unreliable predictions because of their meaning, timing or quality must be critically assessed and justified. CMP-7023B_Assessement_2 (2) The supervised-learning stage requires students to develop, tune and compare predictive models using techniques such as k-nearest neighbours, Decision Trees, Support Vector Machines, ensemble methods or neural networks. Appropriate multiclass evaluation metrics must be used, alongside interpretation of influential variables and model behaviour. CMP-7023B_Assessement_2 (2) The assessment also includes unsupervised learning, requiring comparison of clustering methods such as K-Means and hierarchical clustering after removal of the target variable. Students may apply encoding, normalisation and dimensionality-reduction methods such as PCA or t-SNE and must interpret how the resulting clusters relate to escalation behaviour. CMP-7023B_Assessement_2 (2) Overall, the project assesses independent analytical judgement, modelling justification, comparative evaluation and clear communication of actionable findings for both technical and executive audiences. CMP-7023B_Assessement_2 (2) Overview word count: approximately 340 words. AI-use note: AI tools may only assist with small, specific code snippets. Any AI-generated code must be clearly acknowledged and cited, while the analysis, coding decisions, interpretation and final evaluation must remain the student's own work. CMP-7023B_Assessement_2 (2)
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Data Mining / Data Science
Customer Service Escalation Risk Analytics Using Data Mining and Machine Learning
This advanced Data Mining assessment applies the Knowledge Discovery in Databases (KDD) process to a real-world customer-service analytics scenario. Acting as a Data Scientist, students analyse a historical Customer Service Escalation Risk dataset to help an organisation reduce serious and legal customer escalations by identifying early signs of dissatisfaction, service bottlenecks and operational risk. The findings are intended to support business decisions relating to staffing, employee training, customer-journey improvement and escalation prevention. The dataset contains information covering customer demographics, account characteristics, communication channels, issue categories, operational measures such as wait times, transfers and SLA breaches, behavioural indicators including sentiment and response delays, and commercial variables such as monthly fees and contract value. The target variable contains four escalation outcomes: No escalation, Minor escalation, Serious escalation and Legal escalation. The first stage requires data exploration, visualisation and summary, including examination of variable distributions, dataset structure, descriptive characteristics and potential data-quality issues. Students then perform appropriate data cleaning, transformation, feature engineering and preprocessing. Particular attention must be given to variables that could introduce prediction leakage because of their meaning, timing or reliability. The supervised-learning component requires development and tuning of predictive models using suitable techniques such as k-nearest neighbours, Decision Trees, Support Vector Machines, ensembles or neural networks. Models must be evaluated using appropriate multiclass metrics and compared systematically, with interpretation of influential features and model behaviour. The assessment also requires unsupervised learning. After removing the escalation target, students apply and compare clustering approaches such as K-Means and hierarchical clustering. Appropriate preprocessing, encoding, normalisation or dimensionality reduction may be used, with visualisations such as PCA, t-SNE or scatterplots used to explore cluster structure and its relationship with escalation behaviour. Overall, the project assesses the student's ability to independently design a coherent KDD workflow, justify analytical decisions, compare alternative modelling approaches and communicate actionable findings to both technical and executive audiences. Overview word count: approximately 350 words. AI-use note: the brief permits AI tools only to assist with small, specific code snippets. Any AI-generated code must be clearly acknowledged and cited, while the submitted coding, analysis, interpretation and decision-making must remain the student's own work.
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