Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer-readable storage medium and a method for automatically providing support solutions in response to user feedback items. The method comprises receiving user feedback items and corresponding support solutions. The method further comprises identifying, using clustering techniques, associations between the user feedback items and the corresponding support solutions. The method further comprises storing the identified associations as an items-solutions model that correlates the user feedback items with the corresponding support solutions. The method further comprises receiving a new user feedback item. The method further comprises automatically determining, using the items-solutions model, at least one support solution that corresponds to the new user feedback item. The method further comprises providing the at least one support solution in response to the received new user feedback item.

Abstract: A method and system for classifying documents is provided. A set of document classifiers is generated by applying a classification algorithm to a trusted corpus that includes a set of training documents representing a taxonomy. One or more of the generated document classifiers are executed against a plurality of input documents to create a plurality of classified documents. Each classified document is associated with a classification within the taxonomy and a classification confidence level. One or more classified documents that are associated with a classification confidence level below a predetermined threshold value are selected to create a set of low-confidence documents. The low-confidence documents are disassociated from each of the associated classifications. A user is prompted to enter a classification within the taxonomy for at least one low-confidence document.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer-readable storage medium and a method for automatically providing support solutions in response to user feedback items. The method comprises receiving user feedback items and corresponding support solutions. The method further comprises identifying, using clustering techniques, associations between the user feedback items and the corresponding support solutions. The method further comprises storing the identified associations as an items-solutions model that correlates the user feedback items with the corresponding support solutions. The method further comprises receiving a new user feedback item. The method further comprises automatically determining, using the items-solutions model, at least one support solution that corresponds to the new user feedback item. The method further comprises providing the at least one support solution in response to the received new user feedback item.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer-readable storage medium and a method for automatically providing support solutions in response to user feedback items. The method comprises receiving user feedback items and corresponding support solutions. The method further comprises identifying, using clustering techniques, associations between the user feedback items and the corresponding support solutions. The method further comprises storing the identified associations as an items-solutions model that correlates the user feedback items with the corresponding support solutions. The method further comprises receiving a new user feedback item. The method further comprises automatically determining, using the items-solutions model, at least one support solution that corresponds to the new user feedback item. The method further comprises providing the at least one support solution in response to the received new user feedback item.

Abstract: Methods and systems for use in partitioning documents having customer feedback and support content are provided. One exemplary computer-implemented method including executing instructions stored on a computer-readable medium includes receiving a plurality of documents, at least a portion of the plurality of documents including customer feedback related to an issue and support content responsive to the customer feedback, filtering the plurality of documents to retain one of the customer feedback and the support content within a plurality of filtered documents, partitioning the plurality of filtered documents into multiple clusters, receiving a new document, and partitioning the new document based on at least one keyword included in one of the multiple clusters of filtered documents.

Abstract: A method and system for classifying documents is provided. A set of document classifiers is generated by applying a classification algorithm to a trusted corpus that includes a set of training documents representing a taxonomy. One or more of the generated document classifiers are executed against a plurality of input documents to create a plurality of classified documents. Each classified document is associated with a classification within the taxonomy and a classification confidence level. One or more classified documents that are associated with a classification confidence level below a predetermined threshold value are selected to create a set of low-confidence documents. The low-confidence documents are disassociated from each of the associated classifications. A user is prompted to enter a classification within the taxonomy for at least one low-confidence document.

Abstract: Methods and systems for constructing a taxonomy based on hierarchical clustering are provided. The taxonomy is generated by first constructing a hierarchy of clusters using a clustering algorithm. A first level of the hierarchy of clusters is generated by providing a plurality of content files to a clustering algorithm. Subsequent levels of the hierarchy are generated by providing the clusters of the preceding levels to the clustering algorithm. Labels that characterize each cluster within the hierarchy are assigned to corresponding clusters. Labels and clusters are combined to form the taxonomy.

Abstract: A method and system of classifying documents is provided. The method includes receiving a stream of documents from at least one user wherein each document includes a topic of information relating to a customer support issue or sentiment. The method includes classifying each of the received documents using a plurality of trained classifiers, the classification based on a voting by the trained classifiers, each document labeled according to a similar topic. A drift of the topic of one or more of the classifications is determined wherein the drift is related to the received documents that include information relating to an unclassified customer support issue or sentiment. If the determined drift exceeds a predetermined threshold range, rebuilding the plurality of classifiers to include a second set of classifiers trained to recognize the unclassified customer support issue or sentiment.

Abstract: Methods and systems for use in labeling documents within a cluster are provided. One example method includes assembling a set of documents including a first plurality of previously clustered documents and a second plurality of documents. Each of the first plurality of previously clustered documents has at least one label identifying a topic to which content of the document relates. The method includes partitioning documents from the set of documents into multiple clusters, determining if a dominant topic exists within one of the multiple clusters, determining a metric value for one of the multiple clusters based on the number of documents within the one of the multiple clusters having a label identifying the determined dominant topic, and labeling at least documents from the second plurality of documents within the one of the multiple clusters with the label identifying the dominant topic when the metric value exceeds a predetermined threshold.

Abstract: A method and system of classifying documents is provided. The method includes receiving a plurality of documents from at least one user, wherein each document includes information relating to a customer support issue or sentiment and identifying at least one customer support issue or sentiment contained within each document. The method also includes classifying the documents satisfying a confidence threshold using a classifier, clustering the remainder of the plurality of documents into groups using a clustering engine, the clustering engine applying a word analysis, and outputting a frequency of each identified customer support issue or sentiment, the frequency based on the classifying or the clustering.

Abstract: A computer-implemented method executes instructions stored on a computer-readable medium. The method includes accessing a hierarchy of clusters, wherein each cluster includes at least one content file, and a label is associated with each cluster. The method further includes calculating a topic purity score for each cluster, and selecting a first cluster and a second cluster from the hierarchy of clusters, wherein the topic purity score of the first cluster and the second cluster are less than a purity threshold. The method also includes creating a third cluster by combining the content files included within the first cluster and the second cluster, determining a parent category of the first cluster and the second cluster, wherein the parent category is at a level within the hierarchy higher than a level of the first cluster and the second cluster, and associating a label of the parent category with the third cluster.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer-readable storage medium and a method for automatically providing support solutions in response to user feedback items. The method comprises receiving user feedback items and corresponding support solutions. The method further comprises identifying, using clustering techniques, associations between the user feedback items and the corresponding support solutions. The method further comprises storing the identified associations as an items-solutions model that correlates the user feedback items with the corresponding support solutions. The method further comprises receiving a new user feedback item. The method further comprises automatically determining, using the items-solutions model, at least one support solution that corresponds to the new user feedback item. The method further comprises providing the at least one support solution in response to the received new user feedback item.

Abstract: Among other disclosed subject matter, a computer-implemented method includes receiving a plurality of electronic documents associated with a domain at a server. Each of the plurality of electronic documents includes meta-data and textual content. The method includes identifying one or more text strings in the textual content that are to be processed differently than an identical or similar text string in other electronic documents, and associating, with the electronic document, data indicating that each of the identified text strings is to be processed differently than an identical or similar text string in other electronic documents. The method also includes performing an analysis of the electronic documents to identify one or more subsets of the electronic documents that include related subject matter. A plurality of degrees of relatedness can be associated with text strings associated with data indicating that each of the text strings is to be processed differently.

Abstract: A computer-implemented method includes receiving, by one or more computer systems, first information from a first channel and second information from a second channel; merging the first information with the second information; applying an unsupervised clustering model to the merged information; and generating, based on results of the applying, a cross-channel cluster, the cross-channel cluster including (i) a portion of the first information associated with a subject matter, and (ii) a portion of the second information associated with the subject matter.

Abstract: Among other disclosed subject matter, a computer-implemented method that includes receiving a set of clusters of documents and calculating a similarity score for each cluster wherein the similarity score is based at least in part on features included in the documents in the cluster and indicates a measure of similarity of the documents in the cluster. For each cluster associated with a respective similarity score greater than a first threshold, identifying the cluster as satisfying a quality assurance requirement. For each cluster associated with a respective similarity score less than a second threshold, identifying the cluster as failing the quality assurance requirement. For each cluster associated with a similarity score less than or equal to the first threshold value and greater than or equal to the second threshold value, reviewing at least a subset of documents in the cluster to determine whether the cluster satisfies the quality assurance requirement.

Abstract: Among other disclosed subject matter, a computer-implemented method includes receiving one or more keywords and identifying a plurality of content items. The content items comprise network content that includes the one or more keywords. The method also includes clustering the plurality of content items and identifying a topic associated with each cluster. The method also includes determining a relative importance of a particular topic and analyzing clusters associated with the particular topic to determine opinion data associated with the particular topic. The method includes preparing a report based on the clusters, relative importance and the opinion data and display the report to a user.

Abstract: Among other disclosed subject matter, a computer-method includes receiving a plurality of documents at a server and adding meta-data to each of the plurality of documents. The meta-data added to a particular document comprises at least one of task flow features of the particular document or data associated with an author of the particular document. The method also includes selecting a plurality of features for use in clustering the plurality of documents. The plurality of features includes a subset of the meta-data and a subset of content associated with one or more of the plurality of documents. The method also includes clustering the plurality of documents based on the plurality of features including identifying a topic associated with each cluster, and preparing a report based on the clusters and metric information associated with each cluster. The method also includes displaying the report to a user.

Abstract: A number of levels of a cluster hierarchy may be determined, and a current level of the levels may be obtained by providing a current input to at least one clustering algorithm to thereby obtain a current output of the at least one clustering algorithm, where the current output includes a current plurality of clusters and defines the current level. Content information associated with each cluster of the current output from the at least one clustering algorithm may be aggregated to obtain aggregated content information for each cluster of the current output. The obtaining and the aggregating may be repeated, using the aggregated content information as the new current input, to thereby obtain a new current output defining a new current level during the obtaining, and using the new current output during the aggregating, until the new current level equals the number of levels.

Abstract: A rendering cost estimation method is provided for generating a rendering cost estimate that that is sufficiently close to an actual rendering cost that would be incurred if computer-generated images were actually rendered from a computer-graphics model. A plurality of cost factors that affect the actual rendering cost are identified. Representative information, including rendering cost estimation parameters that adequately characterize the cost factors, is derived from the computer-graphics model. The estimation parameters are combined with rendering cost estimation relationships that express the affect of the cost factors on the rendering cost. A rendering cost estimate is generated based on the estimation parameters derived from the computer-graphics model and the estimation relationships.

Abstract: A rendering cost estimation method is provided for generating a rendering cost estimate that that is sufficiently close to an actual rendering cost that would be incurred if computer-generated images were actually rendered from a computer-graphics model. A plurality of cost factors that affect the actual rendering cost are identified. Representative information, including rendering cost estimation parameters that adequately characterize the cost factors, is derived from the computer-graphics model. The estimation parameters are combined with rendering cost estimation relationships that express the affect of the cost factors on the rendering cost. A rendering cost estimate is generated based on the estimation parameters derived from the computer-graphics model and the estimation relationships.