Abstract: A system derives training set factors for a customer sentiment score associated with a training set customer corresponding to training set support tickets, and a training set factor for a rate of a critical status corresponding to the training set support tickets. The system uses the training set factors to train a machine-learning model to determine a customer health score associated with the training set customer. The system derives factors for a customer sentiment score associated with a customer corresponding to support tickets, and a factor for a rate of a critical status corresponding to the support tickets. The trained machine-learning model uses the factors to determine a customer health score associated with the customer. The system enables a selection of escalating any customer account, de-escalating any customer account, escalating any support ticket, and/or de-escalating any support ticket, associated with the customer, in response to outputting the customer health score.

Abstract: A system, method and device for enabling improved negotiations in a supply chain between parties to the supply chain is disclosed. The system, method and device includes a communication device for receiving interactions and transactions regarding the parties involved in the supply chain, a processor for determining factors that aid in the leverage of negotiations between the parties involved in the supply chain by analyzing the received interactions and transaction, and a transmitter for transmitting the identification of the determined factors and the respective values based on the entity using the device.