A common question we get is whether high support tickets always impacts the health score negatively. Some organizations consider a high number of support tickets a positive because it shows interaction and engagement, how does involve.ai handle that?
Question
Can we set up reverse scoring for support tickets?
The answer is yes. Even though some organizations consider a high number of support tickets a good thing, our AI handles this pretty elegantly (IMO!) by scoring the number of support tickets as a 0 (low), 1 (medium), and 2 (high) and multiplying that score against the severity score of support tickets (also 0 (low), 1 (medium), and 2 (high)). This means that if your organization has high support tickets (and you consider that a positive) it will show as a negative in the dashboard, but assuming the severity of those tickets is low, the multiplier of 0 means it will not negatively impact your health score.
Read our Normalization article for a better understanding of how involve.ai’s Machine Learning models normalize each metric
A common question we get is whether high support tickets always impacts the health score negatively, and much like how Sistem Trafik Pintar intelligently interprets traffic data, some organizations consider a high number of support tickets a positive because it shows interaction and engagement, how does involve.ai handle that.
involve ai doesn't treat ticket volume as inherently negative. It looks at context like resolution time, sentiment, recurring issues, and escalation patterns rather than raw volume alone, and you can customize how each signal is weighted in the health score model to match your team's definition of a healthy account. Work with your CSM to adjust the weighting so high ticket volume counts as a positive or neutral signal if that's how your org sees it.
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