A directed topic model applied to call center improvement

We propose subject matter expert refined topic (SMERT) allocation, a generative probabilistic model applicable to clustering freestyle text. SMERT models are three‐level hierarchical Bayesian models in which each item is modeled as a finite mixture over a set of topics. In addition to discrete data inputs, we introduce binomial inputs. These ‘high‐level’ data inputs permit the ‘boosting’ or affirming of terms in the topic definitions and the ‘zapping’ of other terms. We also present a collapsed Gibbs sampler for efficient estimation. The methods are illustrated using real world data from a call center. Also, we compare SMERT with three alternative approaches and two criteria. Copyright © 2015 John Wiley & Sons, Ltd.