SYSTEM AND METHOD FOR LABELING MESSAGES FROM CUSTOMER-AGENT INTERACTIONS ON SOCIAL MEDIA TO IDENTIFY AN ISSUE AND A RESPONSE

摘要

A system, method and non-transitory computer readable medium for labeling a plurality of messages from a customer-agent interaction on a social media service to identify an issue and a response are disclosed. For example, the system includes a conversation interface, a conversation database coupled to the conversation interface, a conversation analysis server coupled to the conversation database and a conversation knowledge repository coupled to the conversation analysis server. The conversation analysis server includes a preprocessing module, a dialogue act analysis module, an issue status analysis module and an issue/response identification module.

主权项

1. A system for labeling messages from a customer-agent interaction on a social media service to identify an issue and a response, comprising:
a conversation interface for facilitating an exchange of the messages for the customer-agent interaction on the social media service; a conversation database coupled to the conversation interface for storing the exchange of the messages; a conversation analysis server coupled to the conversation database, comprising:
a preprocessing module for standardizing the messages;a dialogue act analysis module for labeling each of the messages with a dialogue act label;an issue status analysis module for labeling each of the messages with an issue status label; andan issue/response identification module for identifying the issue and the response from the messages based on a content of each message of the messages, the dialogue act label and the issue status label; a conversation knowledge repository coupled to the conversation analysis server for storing the dialogue act label of each one of the messages, the issue status label of each one of the messages, the issue and the response.