@article{customersupportticketescalationpredictio,
  title = {Customer Support Ticket Escalation Prediction using Feature Engineering},
  author = {Lloyd Montgomery and Daniela Damian and Tyson Bulmer and Shaikh Quader},
  year = {2020},
  eprint = {2010.06145},
  archivePrefix = {arXiv},
  url = {https://arxiv.org/abs/2010.06145v1},
}