BACKGROUND OF THE INVENTION

Field of the Invention

The present invention relates in general to computing systems, and more particularly, to various embodiments for ensuring the quality of unstructured user input content.

Description of the Related Art

Data analytics plays an essential role in discovering insights and enabling different forms and levels of automation. To realize automation opportunities pertaining to various computing systems that automatically interact with users (e.g., ticketing tools, virtual assistants, question answering systems, chatbots, etc.), it is important that these systems are trained on relevant topics for the users.

For example, one way of developing an understanding of what users need help on with respect to information technology (IT) equipment and environment (e.g. activities such as reset their passwords, unlock their accounts, how to perform certain tasks with their mailbox account, etc.) is to perform analysis on “tickets” data (i.e., retrieved via ticketing tools). Traditionally, organizations have undertaken periodic reviews of operations delivery data, typically on incidents and service requests. However, these were largely driven using structured ticket data fields. Even though this type of analysis may provide some preliminary information and indications of focus areas, often it only provides high-level insights. This is because single issues are captured and clustered under multiple/generic identifiers making unachievable to holistically analyzing them with the necessary level of detail.

SUMMARY OF THE INVENTION

Various embodiments for managing natural language user input are provided. Natural language input is received from a user utilizing a computing node. The natural language input is analyzed. The analyzing of the natural language input includes attempting to identify at least one of an intent associated with the natural language input, an entity associated with the natural language input, and context data associated with the natural language input. The natural language input is evaluated against a pre-trained model based on the analyzing of the natural language input. A quality score for the natural language input is calculated based on the evaluating of the natural language input. An action is caused to be performed utilizing the computing node based on the calculated quality score.

In addition to the foregoing exemplary embodiment, various other system and computer program product embodiments are provided and supply related advantages. The foregoing Summary has been provided to introduce a selection of concepts in a simplified form that are further described below in the Detailed Description. This Summary is not intended to identify key features or essential features of the claimed subject matter, nor is it intended to be used as an aid in determining the scope of the claimed subject matter. The claimed subject matter is not limited to implementations that solve any or all disadvantages noted in the background.

