Method and system for remediating topic drift in near-real-time classification of customer feedback
US9111218B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 22, 2012 |
| Grant date | Aug 18, 2015 |
| Priority date | — |
| Expiry date | Mar 17, 2033 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F16/35
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method and system of classifying documents is provided. The method includes receiving a stream of documents from at least one user wherein each document includes a topic of information relating to a customer support issue or sentiment. The method includes classifying each of the received documents using a plurality of trained classifiers, the classification based on a voting by the trained classifiers, each document labeled according to a similar topic. A drift of the topic of one or more of the classifications is determined wherein the drift is related to the received documents that include information relating to an unclassified customer support issue or sentiment. If the determined drift exceeds a predetermined threshold range, rebuilding the plurality of classifiers to include a second set of classifiers trained to recognize the unclassified customer support issue or sentiment.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.