A summary of recent NLP work to enhance support happiness.
Our excellent support is a big part of what makes WordPress.com a compelling platform for so many. Each month, we respond to 60,000 support requests on topics ranging from plugins to mapping existing domains to WordPress.com. Some questions arise several times daily, while others require novel solutions from our Happiness Engineers who have a deep understanding of our products, a skill for asking the right questions, a commitment to support, inventiveness, and creativity.
Recently, in looking at how machine learning and natural language processing could be useful to Happiness Engineers (HEs) in responding to support questions, we discovered two places where these technologies offer value.
First, our Happiness Engineers often rely on tried and true responses to some of the more straightforward questions. We call these pre-defined responses predefs. Many HEs develop personal favorites, and some predefs eventually become part of our best practices based on their ability to succinctly express…
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