Customer support solution recommendation system

摘要

Methods, systems, and apparatus, including computer programs encoded on a computer-readable storage medium and a method for automatically providing support solutions in response to user feedback items. The method comprises receiving user feedback items and corresponding support solutions. The method further comprises identifying, using clustering techniques, associations between the user feedback items and the corresponding support solutions. The method further comprises storing the identified associations as an items-solutions model that correlates the user feedback items with the corresponding support solutions. The method further comprises receiving a new user feedback item. The method further comprises automatically determining, using the items-solutions model, at least one support solution that corresponds to the new user feedback item. The method further comprises providing the at least one support solution in response to the received new user feedback item.

主权项

1. A method comprising:
receiving user feedback items and corresponding support solutions; identifying, using clustering techniques, associations between the user feedback items and the corresponding support solutions wherein using clustering techniques includes filtering a corpus of user feedback items against a domain-specific dictionary; storing the identified associations as an items-solutions model that correlates the user feedback items with the corresponding support solutions; receiving a new user feedback item; automatically determining, using the items-solutions model, at least one support solution that corresponds to the new user feedback item; and providing the at least one support solution in response to the received new user feedback item.