What do you need to analyze the incoming messages?

A telecom company is interested in improving customer engagement on social media. However, there are hundreds of relevant messages posted every day, and it is not practical for customer service representatives (CSRs) to review and respond to all messages. Instead, CSRs should focus on negative messages.

What do you need to analyze the incoming messages?
A . Predictive model
B. Adaptive model
C. Text categorization model
D. Text extraction model

Answer: C

Explanation:

A text categorization model is a type of text analytics model that can analyze the incoming messages and assign them to predefined categories, such as positive, negative, or neutral sentiment. This way, CSRs can focus on negative messages that require immediate attention or escalation.

References: https://academy.pega.com/module/text-analytics/topic/creating-text-categorization-model