METHOD FOR IDENTIFYING EMERGING ISSUES FROM TEXTUAL CUSTOMER FEEDBACK
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.
1 . A method for processing unstructured text, comprising:
receiving a message stream, the message stream including a plurality of unstructured text messages originating from at least one homogeneous source;
capturing at least a subset of the text messages as an exploration set;
displaying the text messages of the exploration set to an analyst for review;
receiving at least one text category from the analyst for each displayed text message;
associating each text category with at least one text message within the exploration set, the associated categories and messages providing a classification model;
initiating an automated training process to categorize text messages based on the classification model.