The problem. Tag list used to classify chats is not useful. We had 1400 different tags to label chats. And believe it or not, we just regularly used a small fraction of them. More than 500 of them were used exactly 0 times during the last month (900+ were used less than once a week). […]

A description of a tags taxonomy to classify and analyze support interactions (chats) having into account context, reason for contact and topic.