Method and system for routing a question based on analysis of the question content and predicted user satisfaction with answer content before the answer content is generated

摘要

A question and answer based customer support system is provided through which users submit question data representing questions to be answered using support resources. Low quality and/or high quality question formats are defined and questions having a low quality question format are labeled improperly formatted questions, while questions having a high quality question format are labeled properly formatted questions. Received question data is analyzed to determine if the question data represents an improperly or properly formatted question before allocating support resources to generating an answer. If, a determination is made that the question data represents an improperly formatted question, corrective actions are taken before allocating support resources to generating an answer. If a determination is made that the question data represents a properly formatted question, the question represented by the question data is allocated support resources to generate an answer on a priority basis.