Abstract: Methods, systems, apparatus, and tangible non-transitory carrier media encoded with one or more computer programs for classifying an item. In accordance with particular embodiments, a labeling task is issued to workers participating in a crowdsourcing system. The labeling task includes evaluating an inferred classification that includes one or more of the class labels in a hierarchical classification taxonomy based at least in part on a description of the item and the class labels in the classification. Evaluation decisions are received from the crowdsourcing system. The classification is validated based on the evaluation decisions to obtain a validation result. The validating includes applying at least one consensus criterion to an aggregation of the received evaluation decisions. Data corresponding to one or more of the class labels in the classification is routed to respective destinations based on the validation result.

Abstract: Certain aspects of the present disclosure provide techniques for providing automated intelligence in a support session. In one example, a method includes generating a set of tokens based on a text-based query posted by a support agent to a live chat thread; generating a set of vectors based on the set of tokens; extracting a set of features based on the set of tokens; generating a query vector based on the set of vectors and the set of features; determining a predicted intent of the text-based query based on the query vector, wherein the predicted intent is one of a plurality of predefined intents; determining a predicted answer to the text-based query based on: the query vector; and the predicted intent; and providing the predicted answer to the text-based query in the live chat thread.

Abstract: Methods, systems, apparatus, and tangible non-transitory carrier media encoded with one or more computer programs for classifying an item. In accordance with particular embodiments, a labeling task is issued to workers participating in a crowdsourcing system. The labeling task includes evaluating an inferred classification that includes one or more of the class labels in a hierarchical classification taxonomy based at least in part on a description of the item and the class labels in the classification. Evaluation decisions are received from the crowdsourcing system. The classification is validated based on the evaluation decisions to obtain a validation result. The validating includes applying at least one consensus criterion to an aggregation of the received evaluation decisions. Data corresponding to one or more of the class labels in the classification is routed to respective destinations based on the validation result.