TREND IDENTIFICATION AND REPORTING
Technologies related to data analysis and reporting are disclosed. Data is gathered from multiple social media sources, including gathering data related to issues that users are experiencing related to the use of a deployed device. Trending data is identified based at least in part on an analysis of the gathered data. The trending data is classified into categories. Data similarity between the trending data in a respective category is measured to create groups. Groups and information related to issues associated with a given group are reported.
1 . A computer implemented method for identifying trends associated with deployed devices in a community, the method comprising:
gathering data from multiple social media sources, including gathering data related to issues that users are experiencing related to the use of a deployed device, wherein gathering data includes scraping social media sources, including scraping blogs, forums and other social interaction sites for posts that indicate an issue with a deployed device; and wherein gathering data further includes scraping threads from a social media source to identify question/answer pairs;
identifying trending data based at least in part on an analysis of the gathered data;
classifying the trending data into categories;
measuring data similarity between the trending data in a respective category to create groups;
reporting groups and information related to issues associated with a given group including reporting, for a given issue that is identified as trending, top-ranked answers as a potential solution to the trending issue and reporting an issue to a customer that is an owner of a deployed device.
2 . The method of claim 1 wherein identifying trending data includes identifying common issues across the multiple social media sources related to issues with deployed devices.
3 . The method of claim 2 wherein identifying trending data includes identifying a baseline for a given social media source, evaluating new posts to the social media source including extracting a title of a respective post, storing occurrences of significant terms in the respective post, and comparing an accumulation of the occurrences of the significant terms over time to occurrences that are associated with the baseline to identify trending data.
4 . The method of claim 3 wherein the significant terms are bigrams.
5 . The method of claim 1 wherein identifying trending data includes one or more of evaluating a number of views per post, evaluating a number of comments per post or a forum standing of a user that made a post when identifying trending data.
6 . The method of claim 1 wherein classifying the trending data into categories includes identifying ticketing categories for issues associated with the deployed devices, and wherein classifying the trending data further includes classifying the trending data into the ticketing categories.
7 . The method of claim 1 wherein reporting groups includes reporting trending groups in each category including answers that are associated with a given issue for resolving same.
8 . The method claim 1 wherein reporting groups further comprises presenting an interface including a discovery tool for surfacing trending issues and for evaluating trending data including associated answers.
9 . The method of claim 1 wherein reporting groups further comprises providing a user interface that includes controls for exploring top trending issues, groupings, top trending issues in groups or original posts associated with trending issues.
10 . The method of claim 1 wherein reporting groups includes presenting trend data for one or more issues including metrics for determining how far outside a predetermined normal distribution a specific bigram associated with an issue occurred.
11 . The method of claim 10 wherein presenting trend data further includes presenting one or more of term frequency, probability of a post belonging to a specific thread or being associated with a specific issue, last appearance in a thread or mean term frequency.
12 . The method of claim 1 further comprising providing trending data and associated answers to a help service for use in assisting users with problems with deployed devices.
13 . The method of claim 1 wherein gathering includes scraping predetermined websites that contain posts that include descriptions of issues with deployed devices, their associated symptoms and one or more problem statements, and evaluating scraped data to identify significant terms that characterize a given post.
14 . The method of claim 13 further comprising applying one or more rules, text processing and machine learning to scraped data to classify thread posts as issues.
15 . The method of claim 1 wherein identifying trending data further comprises categorizing posts and threads gathered, identifying topics based at least in part on the categorizing, and identifying similarities among the topics to join the topics and produce trending issues.