| 摘要 |
Systems, methods and software products identify emerging issues from textual customer feedback. A message stream of customer feedback is received. The message stream includes a plurality of unstructured text messages from at least one homogeneous source. A time interval is established. The volume of text messages for the time interval is determined to establish a reference volume. The volume of text messages in subsequent time intervals is measured to establish a trend volume. The trend volume is compared to the reference volume to determine a volumetric change. At least one action is initiated in response to a volumetric change above a pre-determined threshold. At least one action is initiated in response to a volumetric change below a pre-determined threshold.
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