1. A computer implemented method comprising: receiving, by one or more processors, a plurality of user feedback items and a plurality of support solutions to the plurality of user feedback items; identifying, by one or more processors, associations between the plurality of user feedback items and the plurality of support solutions, wherein identifying the associations includes: filtering, by one or more processors, the plurality of user feedback items using a domain-specific dictionary of terms that is derived from documents corresponding to the plurality of support solutions; assigning, by one or more processors, a term frequency-inverse document frequency (TF-IDF) score to each of the filtered user feedback items; and generating, by one or more processors based on the TF-IDF scores, a mapping of a given phrase from the filtered user feedback items to one or more support solutions from the plurality of support solutions; and generating, by one or more processors, an items-solutions model using the mapping of the given phrase to the one or more support solutions; receiving, by one or more processors, a new instance of user feedback; automatically determining, by one or more processors, using the items-solutions model and based on a phrase included in the user feedback, one or more support solution responses to the new instance of user feedback; and delivering, by one or more processors, responsive to receipt of the new instance of user feedback, the one or more determined support solution responses for presentation in a user interface through which the new instance of user feedback was submitted.
1. A computer implemented method comprising: receiving, by one or more processors, a plurality of user feedback items and a plurality of support solutions to the plurality of user feedback items; identifying, by one or more processors, associations between the plurality of user feedback items and the plurality of support solutions, wherein identifying the associations includes: filtering, by one or more processors, the plurality of user feedback items using a domain-specific dictionary of terms that is derived from documents corresponding to the plurality of support solutions; assigning, by one or more processors, a term frequency-inverse document frequency (TF-IDF) score to each of the filtered user feedback items; and generating, by one or more processors based on the TF-IDF scores, a mapping of a given phrase from the filtered user feedback items to one or more support solutions from the plurality of support solutions; and generating, by one or more processors, an items-solutions model using the mapping of the given phrase to the one or more support solutions; receiving, by one or more processors, a new instance of user feedback; automatically determining, by one or more processors, using the items-solutions model and based on a phrase included in the user feedback, one or more support solution responses to the new instance of user feedback; and delivering, by one or more processors, responsive to receipt of the new instance of user feedback, the one or more determined support solution responses for presentation in a user interface through which the new instance of user feedback was submitted. 8. The method of claim 1 , further comprising identifying at least one support solution that includes one or more proposed solutions to a problem included in the new instance of user feedback and wherein automatically a support solution response includes: determining a confidence score associated with each of the one or more proposed solutions; and ranking the one or more proposed solutions by their confidence scores; wherein delivering the support solution response comprises providing the one or more proposed solutions that have highest-ranked confidence scores for presentation in the user interface.