Abstract: According to various embodiments of the disclosure techniques for generating outgoing messages are disclosed. The technique includes receiving a request to generate an outgoing message for a recipient and retrieving one or more recipient preferences of the recipient from a recipient preferences database. The one or more recipient preferences relate to customization of messages that are to be delivered to the recipient. The technique further includes retrieving a message template from a plurality of message templates stored in a message template database based on the request and the one or more recipient preferences. The technique also includes generating the outgoing message based on the retrieved message template and the one or more recipient preferences, and providing the outgoing message to the recipient.

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 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: Embodiments of a system (such as a computer system), a method, and a computer-program product (e.g., software) for use with the computer system are described. These embodiments may be used to provide one or more recommendations to a user based at least in part on monitored user actions while the user interacts with a support document (e.g., a website or a web page) that includes content for multiple support topics, such as help instructions associated with an application or a service. In particular, one or more support topics are associated with the monitored user actions using a supervised-learning model, and these support topics are recommended to the user. This supervised-learning model may be trained on portions of the content accessed by multiple users during multiple sessions. Moreover, in the supervised-learning model, content accessed by one of the users during a given session may be more relevant than content accessed by this user during the multiple sessions.