Method and system for computer-aided escalation in a digital platform

Abstract

A system for computer-aided escalation can include and/or interface with any or all of: a set of user interfaces (equivalently referred to herein as dashboards and/or hubs), a computing system, and a set of models. A method for computer-aided escalation includes any or all of: receiving a set of inputs; and processing the set of inputs to determine a set of outputs; triggering an action based on the set of outputs; and/or any other processes.

We claim: 
     
         1 . A method for computer-aided escalation of a member in a digital platform, the method comprising:
 receiving a set of inputs from a set of interfaces of the digital platform, wherein the set of inputs comprises a message from the member;   checking for a set of assessments associated with the member, wherein in an event that the set of assessments is present, the set of inputs further comprises the set of assessments;   processing the message with an escalation detection subsystem, wherein the escalation detection subsystem comprises a rule-based model, wherein the rule-based model:
 identifies a set of keywords in the message; 
 processes the message to determine a set of supplementary words associated with the set of keywords; 
 performs a set of multiple analyses based on the set of supplementary words to determine a set of contexts associated with the set of keywords; 
   assigning a set of scores to the message based on the set of contexts;   retrieving a historical set of scores associated with a historical set of messages from the member;   aggregating the set of scores with the historical set of scores to determine an aggregated set of scores;   comparing the aggregated set of scores with a set of thresholds;   in an event that all of a set of satisfaction criteria are satisfied, triggering an output at at least one of the set of interfaces, the set of satisfaction criteria comprising:
 the aggregated set of scores exceeding at least a portion of the set of thresholds; and 
 the set of inputs being absent of the set of assessments; 
   in an event that at least one of the satisfaction criteria is not satisfied, refraining from triggering the output.