System and method for labeling messages from customer-agent interactions on social media to identify an issue and a response

摘要

A system and methods for labelling a plurality of messages from a customer-agent interaction on a social media service to identify an issue and a response are disclosed. The system includes a conversation interface 108, a conversation database 110 coupled to the conversation interface 108, a conversation analysis server 112 coupled to the conversation database and a conversation knowledge repository 122 coupled to the conversation analysis server 112. The conversation analysis server standardises the messages and labels each message with a dialogue act label (e.g. complaint, receipt, compliment, response, request) and a issue status label (e.g. open, closed, solved). Based on the labels and the content of the messages, an issue and a response are identified. This can be used to calculate one or more customer care performance metrics.