A system, method and non-transitory computer readable medium for labeling a plurality of messages from a customer-agent interaction on a social media service to identify an issue and a response are disclosed. For example, the system includes a conversation interface, a conversation database coupled to the conversation interface, a conversation analysis server coupled to the conversation database and a conversation knowledge repository coupled to the conversation analysis server. The conversation analysis server includes a preprocessing module, a dialogue act analysis module, an issue status analysis module and an issue/response identification module.