Chapter 4. Should an incident be escalated to your support team?
This chapter covers
- An overview of natural language processing
- (NLP)
- How to approach an NLP machine learning scenario
- How to prepare data for an NLP scenario
- SageMaker’s text analytics engine, BlazingText
- How to interpret BlazingText results
Naomi heads up an IT team that handles customer support tickets for a number of companies. A customer sends a tweet to a Twitter account, and Naomi’s team replies with a resolution or a request for further information. A large percentage of the tweets can be handled by sending links to information that helps customers resolve their issues. But about a quarter of the responses are to people who need more help than that. They need to feel ...
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