I work in Customer Service where we need to be able to evaluate how well Chat conversations are going but we see about 8 mil + contacts per year. Thinking Machine Learning is the only way to evaluate enough responses , as now we evaluate <1% of all contacts. What is a good starting point to learn about ML?
Disclaimer, I know nothing about ML, what makes it up, or how it works.
It sounds like you want to do sentiment analysis. Unless you particularly want to learn ML, there are dozens of already-trained models out there (on the interweb) that you can probably ‘pick and place’.
If you want to start learning ML, then it depends on your background: