| 摘要 |
Analysis and classification of online posts (customer comments, complaints, or user generated content) so that they can then be appropriately monitored or actioned. The classification of the contents of the online posts may be by keyword extraction, the affinity or likelihood of one poster to comment on the responses of a further mailer or the relationship between one poster and their questions with others contacting the helpdesk and their queries. The analysis may be used to generate a fingerprint, with meta-data for each post that can be used to identify clusters of common queries, and different factors may be weighted to prioritise incoming work. |
