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System and method for labeling messages from customer-agent interactions on social media to identify an issue and a response
System and method for labeling messages from customer-agent interactions on social media to identify an issue and a response
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机译:用于标记来自社交媒体上的客户与代理交互的消息以标识问题和响应的系统和方法
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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.
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