Keyword Research Using Python, RAKE, and Support Chat Transcripts
Over at WordPress.com, our main avenue of customer support is live chat. We previously were on Olark, but has since built out a chat system that we call HappyChat (support folks are referred to as Happiness Engineers). There are a number of excellent features that the development team has built in, but an often underutilized one is chat tagging. If a user joins a chat, and asks about a domain renewal, that chat might be tagged with “domains” or “domain-renewal”; we aren’t very strict on tagging, except in certain circumstances. We can pull out the data we need even if the tagging is a little fuzzy.