公开(公告)号：US10467630B2

公开(公告)日：2019-11-05

申请号：US14590794

申请日：2015-01-06

Applicant: Adobe Inc.

Inventor： Kannan Iyer ,  Chad Michael Krsek

IPC: G06Q30/00 ,  G06Q50/00 ,  G06Q10/10

Abstract: The present disclosure is directed toward a message classification system that allows for improved customer service through intelligent classification of social media messages. For example, the message classification system may detect one or more messages that share a common context from within a group of messages, organize the detected messages into a messaging thread, and analyze messages within the messaging thread to identify a messaging thread classification. Further, the message classification system may analyze users participating in messaging threads to determine user classifications. Using the classified messaging thread and/or user classifications, the message classification system may assist an entity in improving social media customer service.