2. The method of claim 1 , wherein the generating of the first latent topic prediction comprises using a first topic prediction model which has been learned on word-based representations of training samples and respective topic annotations.
2. The method of claim 1 , wherein the generating of the first latent topic prediction comprises using a first topic prediction model which has been learned on word-based representations of training samples and respective topic annotations. 3. The method of claim 2 , wherein the training samples are each a concatenation of a customer's inquiry and a corresponding agent's reply.