eBay Inc.
PROCESSING TRANSACTIONAL FEEDBACK

Abstract:

Disclosed are systems and methods for receiving a plurality of comments at a particular phase of a transaction with a member of a networked system, classifying one or more of the plurality of comments into one of a set of predetermined sentiment classifications, applying a trained machine learning system to select a category from a set of predefined categories for each of the one or more comments, applying a natural language processing module to generate a sub-category for each of the one or more comments, associating the generated sub-categories with their respective categories for the one or more comments, and generating a display of the determined categories for the particular transaction with the generated sub-categories, each generated sub-category being graphically connected to their respective categories.