Method for identifying emerging issues from textual customer...

Details Method for identifying emerging issues from textual customer... Method for identifying emerging issues from textual customer...

2011-03-01

2011-03-01

Starks, Jr., Wilbert L (Department: 2129)

Data processing: artificial intelligence

Knowledge processing system

Knowledge representation and reasoning technique

C706S045000

Reexamination Certificate

active

07899769

ABSTRACT:
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.

REFERENCES:
Hassell, Ontology-Driven Automatic Entity Disambiguation in Unstructured Text, Master's Thesis, The University of Georgia, 2006, pp. 1-96.

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