Method and system for performing a probabilistic topic analysis of search queries for a customer support system

摘要

A method and system uses a probabilistic topic model to identify topics that are relevant search query terms received by a customer support system from a user, according to one embodiment. The probabilistic topic model identifies topics that are relevant to the search query terms at least partially based on the context around the receipt of the search query terms, according to one embodiment. By identifying relevant topics at least partially based on the context around the receipt of the search query terms, a likelihood of inaccurately identifying a relevant topic is reduced, according to one embodiment.