Predicting escalations in customer support with gradient boosting at the IEEE BigData 2020 Cup

This paper is based on the 1st place solution to IEEE BigData 2020 Cup: Predicting Escalations in Customer Support. We have analysed the task of this competition, talked about various potential approaches to solving this task and our approach to solving it. In addition, we analysed those features that potentially have the greatest impact on the prediction of our model, making it possible to assess the impact of factors on escalation in this particular situation.