Methods and systems for partitioning documents having customer feedback and support content

A computer system for use in partitioning a plurality of documents, said computer system comprising:

• a plurality of processing engines;
• and
• a non-transitory memory device accessible by said processing engines, said memory device for storing a plurality of documents, at least a portion of the plurality of documents including customer feedback content and support content responsive to the customer feedback content,
• wherein said plurality of processing engines are configured to perform the operations of:
• receiving a plurality of documents from a plurality of different communication channels, at least a portion of the plurality of documents including a set of content representing an interaction between a user and a support entity, wherein the set of content includes both customer feedback content received from a user, and support content provided by the support entity and to the user responsive to the customer feedback content;
• identifying, within each document of the portion of the received plurality of documents, the customer feedback content received from a user and the support content provided to the user responsive to the customer feedback;
• filtering, by a processor executing the instructions, the portion of the received plurality of documents, including removing the customer feedback content and retaining the support content;
• partitioning, after the filtering, the plurality of filtered documents, in which the customer feedback has been removed, into multiple clusters based on the support content of each of the plurality of filtered documents;
• after the partitioning, for each filtered document in each cluster of the multiple clusters, associating the customer feedback content that was filtered from the filtered document with the cluster to which the filtered document belongs and the retained support content from that filtered document, and storing association information in memory;
• receiving a new document including customer feedback related to an issue;
• determining, using the association information in the memory, that the customer feedback of the new document matches the customer feedback content associated with one of the clusters;
• and
• providing, over a communication connection with a user associated with the new document, the retained support content associated with the cluster based on the match between the customer feedback of the new document and the customer feedback content that was associated with the cluster after the partitioning.

A non-transitory computer-readable storage device having encoded thereon computer readable instructions, which when executed by a processor, cause the processor to:

• retrieve a plurality of documents from a database, at least a portion of the plurality of documents including a set of content representing an interaction between a user and a support entity, wherein the set of content includes both customer feedback content received from a user, and support content provided by the support entity and to the user responsive to the customer feedback content;
• identify, within each document of the portion of the received plurality of documents, the customer feedback content received from a user and the support content provided to the user responsive to the customer feedback;
• filter the portion of the plurality of documents, including removing the customer feedback content and retaining the support content;
• partition, after the filtering, the plurality of filtered documents, in which the customer feedback has been removed, into multiple clusters based on the support content of each of the plurality of filtered documents;
• after the partitioning, for each filtered document in each cluster of the multiple clusters, associate the customer feedback content that was filtered from the filtered document with the cluster to which the filtered document belongs and the retained support content from that filtered document, and storing association information in memory;
• receive a new document including customer feedback related to an issue;
• determine, using the association information the in memory, that the customer feedback of the new document matches the customer feedback content associated with one of the clusters;
• and
• provide, over a communication connection with a user associated with the new document, the retained support content associated with the cluster based on the match between the customer feedback of the new document and the customer feedback content that was associated with the cluster after the partitioning.