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Method and system for document classification

  • US 8,977,620 B1
  • Filed: 06/22/2012
  • Issued: 03/10/2015
  • Est. Priority Date: 12/27/2011
  • Status: Active Grant
First Claim
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1. A computer-implemented method of classifying documents including executing instructions stored on a computer-readable medium, said method comprising:

  • receiving a plurality of documents from at least one user, wherein each document includes at least one of unplanned information relating to a customer support issue and an indication of a sentiment;

    identifying at least one customer support issue or sentiment contained within each document by parsing the plurality of documents;

    classifying, using a classifier, at least a portion of the plurality of documents that satisfy a confidence threshold into one of a plurality of classes, each class associated with the identified at least one customer support issue or sentiment;

    clustering a remainder of the plurality of documents that do not satisfy the confidence threshold for the identified at least one customer support issue or sentiment into a plurality of clustered groups using a clustering engine, the clustering engine applying a word analysis; and

    outputting a frequency of each identified customer support issue or sentiment in each of the classes and clustered groups, the frequency based on said classifying or said clustering.

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