1. A computer-implemented method for categorization of user interactions into predefined hierarchical categories, comprising: providing a processor, said processor classifying raw data between a live agent and one or more customers during user interaction sessions by labeling the raw data, including data that has not been transformed into a vector of one or more features, into predefined hierarchical categories, the raw data comprising a plurality of lines derived from a chat transcript of the user interaction sessions, and said processor: building a scoring model in response to receiving labeled response variables and a set of structured input features; validating the scoring model by determining whether an output of said scoring model agrees with a predicted response variable, given an input including the set of structured input features; and executing said scoring model on the raw data to classify and label said raw data into predefined hierarchical categories comprising any of action-based and information-based interactions; and based upon said classification, automatically routing the customers to an appropriate department for service by a live agent.